1st line Support Specialist

Job description

Our Cryptocurrency Processing team is looking for highly motivated, proactive, and goal-oriented professionals who are eager to contribute their ideas, collaborate with like-minded colleagues, and continuously develop their knowledge and expertise.

We are looking for candidates who can think quickly, communicate effectively, and work independently while maintaining a high level of organization and responsibility.

During the probation period, the working schedule will be Monday to Friday, from 07:00 to 16:00 UTC. Following the successful completion of the probation period, the schedule will transition to alternating 12-hour day and night shifts on a 2/2 rotation, from 05:00 to 17:00 UTC and from 17:00 to 05:00 UTC.

Responsibilities:

• Provide technical and organizational support to clients throughout the integration process and following the launch of the service.
• Escalate complex technical issues to the L2 Support team and Development teams, ensuring their timely investigation and resolution.
• Communicate with clients through voice calls, tickets, chats, and other business communication channels.
• Handle and resolve requests from internal stakeholders and employees across different departments.
• Collect, structure, and communicate client feedback to relevant customer-facing and product teams.
• Conduct product demonstrations and provide clients with comprehensive information about available features and functionality.
• Manage user access and permissions, including granting access and assigning appropriate roles to merchants and internal employees.
• Ensure compliance with applicable legal and regulatory requirements, recognizing the high level of responsibility associated with working in a regulated industry.

Requirements:

• Have at least one year of experience in a Technical Support Engineer, Senior Customer Support Engineer, or similar role.
• Demonstrate strong written and verbal communication skills in both English (B2 level or higher) and Russian.
• Possess a solid understanding of software development principles and processes.
• Demonstrate strong analytical, troubleshooting, and problem-solving skills.
• Exhibit strong organizational and reporting skills, with a high level of attention to detail.
• Have experience working with log analysis, monitoring, and analytics tools, such as Kibana, Grafana, and Zabbix.
• Have experience using CRM systems, such as Salesforce, as part of daily operational workflows.
• Possess practical experience with API testing and related tools, such as Postman.

Nice to have:

• Demonstrate open-mindedness, adaptability, and a constructive approach to receiving and acting upon feedback.
• Take initiative and work effectively both independently and as part of a collaborative team environment.
• Possess hands-on experience working within the IT, FinTech, Gambling, and/or Crypto industries.
• Demonstrate a solid understanding of the cryptocurrency industry and ecosystem, or a genuine interest and willingness to develop expertise in the field.
• Possess working knowledge of Atlassian products, including Jira and Confluence.

Why join CryptoProcessing by Coinspaid

You’ll be joining a company that is actively shaping its space – with enough scale to matter and enough room to make an impact.

At Coinspaid, people are expected to think, contribute, and take ownership – and are supported in doing so.

We focus on flexibility, wellbeing, and long-term growth – without overcomplicating how benefits work.

Flexible Benefits

Benefit Bar – up to €230/month
A flexible monthly budget you can use for what matters most to you – from sports and mental health to coworking, home office, or medical-related expenses.

Work & Flexibility

• Fully remote work from almost anywhere

• Optional offices and relocation support

• Flexible, async-friendly environment

Growth & Learning

• Budget for courses, certifications, and professional development

• Language learning support

• Cross-team learning and knowledge sharing

Wellbeing & Support

• Medical insurance or reimbursement depending on location

• Access to mental health support

• Financial support for important life events

Extras

• Merch shop with rewards system

• Team offsites and company events

Sounds good? Well then, we can’t wait to see your resume!

To learn more please visit: https://coinspaid.com/about-us/ & https://coinspaid.com/careers/