Overview:
At Finteqhub, we strive to empower teams to take ownership of their tools, processes, and workflows, ensuring everyone can deliver their best work. We are looking for a dedicated L1 Support specialist to join our team!
About Product:
Finteqhub
А PCI DSS certified payment gateway for online businesses, providing integration with payment systems via a single software platform.
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Key responsibilities:
- Provide prompt and professional support for all incoming requests via ticketing system
- Perform technical investigations and identify root causes of incidents
- Detect and resolve issues related to payment processing
- Monitor the performance of payment providers and channels
- Escalate complex technical incidents and collaborate with other departments
- Troubleshoot and resolve technical issues related to Finteqhub operations
- Work with key Internet protocols and data formats: HTTP, HTML, Web Services, XML, REST, JSON, Webhooks, Callbacks
- Escalate cases to 2nd and 3rd level support teams and ensure timely resolution
- Maintain communication with stakeholders in case of service disruptions or issues affecting customer satisfaction
- Develop and maintain the Knowledge Base, CRM system, and support documentation (workflows, installation guides, checklists, contact lists)
- Provide feedback to management on process improvements to accelerate business results, reduce costs/losses, and improve efficiency.
Required Experience:
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- Previous experience in technical support or related roles
- Understanding of payment systems and Internet protocols
- Strong troubleshooting and problem-solving skills
- Ability to work effectively with internal teams and external partners
- B2 level of English
Learn more about our hiring process here – what to expect, how to prepare, and what makes SOFTSWISS different.