Position: Customer Support (Night shifts)
Company: Paymentop
Experience required: 1y
Category: Support
English level: upper
Published: 2023-02-01T00:00:00+02:00

Paymentop is an international fintech company founded back in 2017. We are a leader in development and integration of PCI DSS L1 high-loaded fintech platforms. Our clients are worldwide known payment companies and neobanks from Europe, America and Asia.

Paymentop  is a group of companies with offices in Ukraine and Poland that provides an own developed technical solution — advanced virtual banking, e-wallet, marketplaces as a white label and technical payment gateway. Our mission is creating a new, better payments ecosystem to help large businesses to improve their technology and provide the best services to most of the earth population.
 
To achieve our goals of attracting customers and increasing revenues, we need real pros with honed skills and serious ambitions. Now we are looking for a **Customer Support L1**!.

**Responsibilities:**

● Reply to the incoming tickets from clients (Zendesk support and Zendesk chat).
● Overall  level should be more than 90%.
● Process complaints, and provide solutions and CSAT assistance to clients within a specified time frame due to internal SLA.
● Proactively assist new customers in their first steps to stimulate their best experience.
● Compose, split/distribute tasks between other departments in Jira.
● Write new articles in Confluence.
● Offer solutions or tools to improve support workflow and implement them.
● Escalate various issues and monitor their resolution.
● Shadowing work for other departments in Zendesk (AML, KYB, KYC Teams). Internal QA level should be more than 100%.
● Email customers informing about transaction statuses.
● Services and improve customer activity.
● Creation of mass-mailing campaigns in Sendpulse.
● **Night shifts: 00:00-8:00.**

**Requirements:**

● English level: Upper-intermediate.
● Previous experience in customer support services.
● Ability to resolve 50-100 tickets per working day.
● Proactiveness (if there are any shortcomings, do not be afraid to take the initiative to solve them). 
● Be ready for routine and multitasking. 
● Independently deal with complex cases. 
● Perfect communication skills
● The ability to get on customer’s good side.

**Will be a plus:**

● Knowledge in Zendesk.
● Knowledge of Spanish and/or Portuguese would be a plus.
● Experience with CRM systems, Jira will be a plus.
● Experience in Customer Support/Success.
● Elementary knowledge of programming (ex. SQL/PHP/JS) would be a plus.

**We offer:**

● Paid vacations.
● Sick leave.
● Salary review.
● Bonuses.
● Tax pay.

**Possibilities for growth:**

● Work in a strong team with the possibility of professional development;
● Compensation for professional learning (language and improvement courses).

**Join us!**
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