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.