Customer Support Specialist

About the Position

We are looking for a Customer Support Specialist fluent in English and experienced in Support or Quality Assurance in FinTech to join our team at dxFeed, a subsidiary of Devexperts. This role is integral to maintaining an ecosystem of services that provides retail customers with a fail-safe market data stream. Our end-to-end solution allows accessing market data on a subscription basis in a variety of charting applications.

Responsibilities

• Handling customer technical support cases, investigating, and resolving users' problems, escalating issues if necessary.
• Communicating directly with developers, analysts, QA, and other engineers to gain extensive knowledge and expertise in FinTech.
• Creating, reviewing, and maintaining tutorials to help end-users with charting applications usage.
• Documenting common support procedures for future reference.
• Testing data integration into new applications and promptly reporting any found issues.

Requirements

• Key requirements:

  • High level of communication and soft skills
  • English – C1, both spoken and written
  • High-stress tolerance
  • Diligence and ability to respond in a timely manner to the incoming flow of information (tickets, chats, etc.)
  • Ability to work in an environment with frequently changing context
  • Strong analytical and problem-solving skills
  • Sharp attention to detail
  • Ability to stand one’s ground and propose ideas that will improve the work of the entire team, and maybe the entire world
  • Self-motivation and desire to develop in FinTech

• Additional skills considered an advantage:

  • Work experience with foreign clients
  • Second language
  • Experience in working with issue-tracking systems (Zendesk, Jira)
  • Experience in working with databases and writing SQL queries
  • Basic knowledge of Bash, Python, Perl
  • Understanding of data transmission network principles and main protocols. Knowledge of the OSI model
  • Experience in working with Linux/Unix (mainly debian-like)

We Offer

• Flexibility benefits:

  • Possibility of hybrid work mode

• Health and recreation benefits:

  • 20 days of paid vacation
  • 5 days of fully paid additional wellness days
  • Medical insurance – premium package
  • Free MultiSport card

• Facility benefits:

  • Modern office with new equipment
  • Panoramic view of Vitosha mountain
  • PlayStation, Billiard, Relax zone and Gym
  • Parking space/public transport card
  • Free drinks and snacks

• Community benefits:

  • Teambuilding activities
  • Corporate parties
  • Football club
  • Speakers' club
  • Free admission to corporate external events
  • Possibility of joining conferences and professional fairs

• Professional training benefits:

  • Unlimited access to self-learning platforms
  • Certification opportunities
  • Mentorship Program

• Social benefits:

  • Referral bonuses for specific roles
  • Paid leave upon special events

About the Company

dxFeed is a subsidiary of Devexperts - a globally recognized fintech leader in capital markets technology. As an integral part of this established financial technology provider, dxFeed serves buy-side and sell-side firms worldwide, equipping traders, analysts, quants, and portfolio managers with accurate, real-time market data and insights to power smarter decision-making.

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Life in Devexperts

We will only achieve our mission if we live our culture. We start with becoming learners in all things-having a growth mindset. Then we apply that mindset to learning about our customers, being diverse and inclusive, working together as one, and-ultimately-making a difference in the world.