Customer Support Specialist

As a Customer Support Specialist at Mellifera, your main responsibilities include providing timely technical support to clients, registering and categorizing incoming inquiries, performing initial analysis and diagnosis of issues related to payment processing, and advising clients on software setup for payment operations. You'll also document client interactions and collaborate with other departments to resolve technical issues.

To apply for the Customer Support Specialist role at Mellifera, you should have at least 1 year of experience in a similar position within the FinTech industry. Strong communication skills in English and Russian are essential, along with knowledge of payment systems and technical aspects of payment processing. Familiarity with incident management and CRM systems is also beneficial.

Mellifera prioritizes the growth and success of its Customer Support Specialists by providing a collaborative and supportive team environment. You'll have access to continuous training and resources, enabling you to enhance your technical skills and customer service abilities effectively.

Yes, the Customer Support Specialist position at Mellifera is fully remote, giving you the flexibility to work from anywhere while still contributing to our innovative FinTech solutions.

The salary range for the Customer Support Specialist role at Mellifera is between 1100 and 1500 EUR net per month, reflecting our commitment to offering competitive compensation to our team members.

In my previous role as a Customer Support Specialist in the FinTech industry, I handled various inquiries regarding payment systems and software. I worked closely with clients to resolve issues, ensuring their payment operations remained uninterrupted while developing my knowledge of payment gateways.

When faced with a technical issue, I follow a systematic approach. First, I document the problem and reproduce it if possible, then I offer solutions based on my knowledge. If the issue is complex, I escalate it appropriately, ensuring that clients remain informed throughout the process.

I have experience with various tools relevant to customer support, including CRM systems like Intercom and ticketing systems like JIRA. I'm also familiar with monitoring systems such as Grafana and have used Asana for task management.

I prioritize client inquiries by assessing their urgency and impact on the clients' operations. I categorize requests and address critical issues first while ensuring that I follow up on all inquiries to maintain clear communication with clients.

I break down complex technical concepts into simpler terms or analogies that clients can easily understand. I also encourage questions and use examples to illustrate my points, ensuring they feel comfortable throughout the discussion.

Yes, I am flexible with working shifts, including nights and weekends. I understand that providing excellent customer support requires being accessible at various times, and I am willing to adapt my schedule accordingly.

In my previous role, I noticed that we spent a lot of time handling repetitive inquiries. I took the initiative to create a knowledge base that addressed frequently asked questions, which significantly reduced the volume of inquiries and improved our response time.

During peak times, I maintain my composure by prioritizing tasks and managing my time effectively. I take short breaks to recharge my focus and stay organized to handle multiple inquiries efficiently.

I would approach a dissatisfied client with empathy, actively listening to their concerns. Then, I would assure them that I would do everything possible to address their issues and aim to resolve it promptly to restore their confidence in our services.

I am excited about the opportunity to work at Mellifera because I am passionate about FinTech innovation, and I believe that my skills align closely with your mission to provide exceptional payment solutions. I want to contribute to a team that values collaboration and technical excellence.