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.

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.

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.

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.

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.; Possibility of hybrid work mode.; 20 days of paid vacation,; 5 days of fully paid additional wellness days,; Medical insurance – premium package,; Free MultiSport card.; 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.; Teambuilding activities,; Corporate parties,; Football club,; Speakers' club,; Free admission to corporate external events,; Possibility of joining conferences and professional fairs.; Unlimited access to self-learning platforms,; Certification opportunities,; Mentorship Program.; Referral bonuses for specific roles,; Paid leave upon special events.