Customer Support Specialist

dxFeed 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. dxFeed B2C Support: The project requires a Customer Support Specialist fluent in English and experienced in Support or Quality Assurance in FinTech. This team maintains 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 for gaining 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. Benefits: FinTech industry increases the value of a specialist in the labor market by providing an opportunity to work directly with complicated trading systems. Education and training in the subject area. Opportunity to develop technical skills. Friendly team, which is always ready to support a trainee. Qualifications 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). Stack Issue-tracking – Jira, Zendesk Log management and CI – ElasticSearch Documentation and content management – Confluence, Paligo, Zendesk Communication – Twilio IVR, Slack, SendGrid Challenges Work in morning and evening shifts (details can be discussed); Willingness to take a large scope of responsibilities; Development and career growth. Care for the employees is one of dxFeed' core values. For the suggested position, we offer a benefits package that will guarantee the comfort of our new teammate. 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.