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 act as the first line of defense, diagnosing problems, guiding users, and ensuring smooth transaction processing.

Key responsibilities

• Provide timely technical support for acquiring operations and payment gateways.
• Register, categorize, and track incoming inquiries, error reports, and data‑request queries.
• Perform initial analysis and diagnosis of transaction‑processing issues.
• Resolve straightforward technical problems independently and escalate complex cases.
• Advise clients on software setup and usage for payment operations.
• Document inquiries, actions taken, and outcomes in the ticketing system.
• Collaborate with internal departments to achieve rapid issue resolution.

Required profile

• 1‑2 years of experience in the fintech industry.
• Excellent written and verbal communication in English and Russian.
• Strong understanding of payment terminals, gateways, and data transmission protocols.
• Experience with incident‑management and monitoring tools.
• Quick learner with a proactive, problem‑solving mindset.

Required skills

• Intercom
• JIRA
• Grafana
• Asana
• Ticketing/CRM system