Customer Support Specialist

About the role

COLIBRIX ONE is seeking a Customer Support Specialist to assist clients and partners with technical issues related to acquiring and payment systems. You will diagnose transaction problems, provide guidance on payment software, and ensure swift resolution through close collaboration with internal teams.

Key responsibilities

• Deliver timely technical support for acquiring operations and payment systems.
• Register, categorize and track incoming inquiries, error reports and reporting requests.
• Perform initial analysis and diagnosis of transaction‑processing issues.
• Resolve straightforward technical problems independently and escalate complex cases.
• Advise clients on setup and usage of payment‑operation software.
• Document inquiries, actions taken and outcomes.
• Work with other departments to address technical challenges promptly.

Required profile

• 1‑2 years of relevant experience in the fintech industry.
• Excellent written and verbal communication in English and Russian.
• Strong problem‑solving mindset and ability to explain technical concepts clearly.
• Quick learning ability and adaptability to new information.

Required skills

• Knowledge of payment terminals and payment gateways.
• Understanding of payment‑processing technical aspects and data‑transmission protocols.
• Experience with incident‑management and monitoring tools such as Intercom, JIRA, Grafana and Asana.
• Familiarity with ticketing/CRM systems.