Payment Support Specialist
New
J
JobgetherFintech payments
Based in IndiaFull-Time
Salary not disclosed
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Job Details
- Languages
- English proficiency at B2 level or above, alongside Russian language proficiency
- Required Skills
- Customer support
Requirements
- Have English proficiency at B2 level or above and Russian language proficiency.
- Bring previous customer support experience, preferably in fintech, payment services, financial technology, or digital products.
- Understand payment processes, including payment gateways, transaction flows, payment troubleshooting, and basic financial compliance principles.
- Use analytical and troubleshooting skills to investigate issues, identify root causes, and develop solutions.
- Provide customer service with empathy, patience, and active listening, and explain complex information clearly.
- Maintain attention to detail and accuracy when handling transactions and documenting customer interactions.
- Manage multiple requests and maintain service standards in a fast-paced environment.
- Work independently and collaborate effectively with colleagues in a distributed team.
- Be flexible to work the required rotational schedule, including daytime and nighttime shifts.
- Familiarity with CRM platforms, customer support ticketing systems, knowledge bases, or support automation tools is an advantage.
- Experience with cryptocurrency products, blockchain-based services, or digital payment solutions is a plus.
Responsibilities
- Respond to users and partners through email, live chat, and ticketing systems.
- Handle payment inquiries about transaction status, failed payments, troubleshooting, and accounts.
- Explain payment flows, available options, and transaction procedures.
- Investigate customer issues, identify root causes, and work with technical teams to resolve complex cases.
- Collaborate with developers, testers, product managers, and other internal stakeholders on incidents and platform improvements.
- Document recurring issues and customer feedback, and share insights to improve products and payment processes.
- Maintain accurate CRM and ticketing records of customer interactions, incidents, and resolutions.
- Create and update FAQs, knowledge bases, troubleshooting guides, and customer support documentation.
- Follow the designated 3/3 rotational schedule, covering two day shifts and one night shift.
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