Technical Support Agent / L2 / product company in XPAY GROUP LLC

Congratulations! We are fintech company XPAY, our flagship product is a complex built on a microservice architecture that allows you to create flexible solutions for the financial market. The company is actively developing, this year it has already fulfilled one of its goals by becoming a resident of Diya City, and has ambitious plans for further development. We are looking for a colleague who will join our team as a Technical Support Agent and help the team and the project to grow effectively. It is important for us that the candidate is interested in self-development and wants to grow professionally as a specialist, we in turn will provide resources and opportunities. We are looking for specialists with experience working in a helpdesk or call center, if you have experience working with card operations - it's a win! We expect our colleague to be communicative and attentive to details. We are looking for a colleague in Kyiv, because you will spend part of your time in the office. Professional stack: must have: - technical education; - experience of at least 1 year in the field of Fintech or banking as Support (L2); - understanding of the basics of API work, data transfer formats (JSON, XML), synchronous/asynchronous interaction, HTTP protocol - experience with Task Manager (Jira, Trello) and Ticket System; - ability to plan your time, prioritize and rank tasks according to importance; - confident user of the package MS Office (Excel, Word); - the ability to find an approach to people; - a high level of command of the Ukrainian language; would be a plus: - previous experience with Atlassian products, Zabbix (user, analysis of dashboards, reports), ELK-stack (analysis logs). Among your tasks and responsibilities will be: — communication with customer representatives in order to solve their questions about the product's operation; — analysis of issues that arise from the customers' side and finding ways to solve them; — processing of emerging incidents, prioritization, status tracking, escalation; — creation of a knowledge base on typical solutions for the most common problems; — active interaction with the technical team (R&D) of the company; — monitoring of the current state of the system; — analysis of logs, performance dashboards, internal reporting to identify non-primary causes of product performance deviations; — interaction with the company’s integration manager when connecting new clients; — acceptance of new services into operation; — work with product documentation. We offer: Flexible work schedule with the possibility of remote work; Competitive salary level (offer based on the results of the interview); Work on an interesting product and atypical tasks; Friendly team and corporate events; We are also residents of Diya City. The procedure for considering candidates' applications: Resume consideration takes 3 days from the date of referral (please call the attached file in the format - "HelpDesk_Surname"); If these resumes correspond to the vacancy, we will contact you and agree on the date and time of the interview; Candidates who have successfully passed the interview may be asked to complete a test task (up to 30 minutes), based on which the final decision is made. P.S. It will be great if you write a few words about yourself in the cover letter. We, in turn, will answer all your questions during the interview and tell you about the project plans.