Technical support employee in DIGITALMETHOD TECH LTD

Description
?? Digimeth is looking for a technical support specialist.

Digimeth is an innovative fintech company that implements advanced solutions in the field of electronic payments. 
The technical support team is looking for a specialist who will combine the functions of operational monitoring of services and processing of client requests. The role involves working with incidents that may affect the stability of services and ensuring timely information to users/merchants/partners.


Requirements

• Work experience in technical support or customer service in the field of IT from 1-2 years.
• Knowledge of web technologies (HTML, CSS, JavaScript, SQL) and basic skills in working with APIs and integrations.
• Understanding the principles of online payments, including knowledge of authorization, confirmation and transaction completion processes.
• Knowledge of various payment methods: Apple Pay, Google Pay, Open Banking, Internet Acquiring, Samsung Pay and understanding of their integration and operation.
• High level of communication skills and customer orientation.
• Proficiency in English, level B1-B2 or higher.
• Ability to work under pressure and within limited deadlines.
• Experience with CRM systems (FreshDesk or others)
• Attention to detail and ability to systematically analyze data from multiple sources.
• Understanding the logic of client-server interaction, the basics of HTTP, working with logs.
• Readiness for a flexible schedule and shifts in case of incidents.

Duties

• Providing technical support to customers through various channels (chats, e-mail, phone, messenger).
• Cooperation with B2B/B2C clients for quick and high-quality resolution of requests and technical problems.
• Advising users on API integration, setting up payment tools, helping with transaction issues.
• Resolving and Escalating Issues: Solving requests independently or delegating complex issues to appropriate teams.
• Monitoring the operation of the processing center, web services and applications, prompt response to technical problems.
• Writing instructions (user guide) for users: creation and updating of documentation for independent solution of frequent problems.
• Interaction with the technical support team to share knowledge and promptly resolve complex issues.
• Documentation of customer requests: keeping detailed records of each request, recording decisions and comments for each case.
• Knowledge base updates: writing new instructions, FAQs, and useful materials for the internal knowledge base.
• Collaborate with other company departments (sales, product, security) to coordinate and ensure the best customer experience.
• Initiative and proactivity in finding solutions, proposals for improving service processes.
• Regular documentation of the work performed and preparation of analytical reports describing the main problems and ways to solve them.

Will be a plus

• Experience with antifraud or financial platforms (acquiring, PSP, payment gateways).
• Knowledge of monitoring systems (Zabbix, Grafana, etc.).
• Experience with REST API, Postman, analysis of network requests (DevTools).
• Skills in drafting technical documentation or SOP.

Working conditions
Work schedule:

• Shift schedule (day and night), 2/2 21:00 - 09:00.
• Official employment (FOP).
• Professional development and career growth.
• Cozy and supportive working atmosphere.
• Working on important tasks in the fast-growing fintech environment.

If you are interested in this role, send your resume.
Be part of the Digimeth team - together we build a reliable financial future!