📍 Job Overview

• Job Title: Customer Support Specialist
• Company: Colibrix One
• Location: Remote (Almaty, Kazakhstan)
• Job Type: Full-Time
• Category: Customer Support
• Date Posted: 2025-07-31
• Experience Level: 0-2 years
• Remote Status: Remote Solely

🚀 Role Summary

• 📝 Enhancement Note: This role is part of a fast-growing fintech company, offering an opportunity to work with advanced, AI-powered payment technologies and support clients across the EU and the UK. The Customer Support Specialist will play a crucial role in ensuring smooth transaction processing and payment gateway operations, going beyond basic customer service to handle technical inquiries and resolve issues.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities of this role revolve around technical support, issue resolution, and client communication. The Customer Support Specialist will work closely with internal teams to ensure prompt and effective problem-solving.

• Provide timely technical support to clients and partners regarding acquiring operations and payment systems.

• Register and categorize incoming inquiries, including requests for assistance, error reports, and reporting-related queries.

• Perform initial analysis and diagnosis of issues arising during transaction processing and payment gateway operations.

• Resolve simple technical issues independently and escalate more complex problems when necessary.

• Advise clients on setting up and using software for payment operations.

• Document client inquiries, including problem descriptions, actions taken, and outcomes.

• Collaborate with other company departments to promptly address clients' technical issues.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree in a technical or business-related field is preferred.

Experience: At least 1-2 years of relevant experience in the fintech industry is required.

Required Skills:

• Excellent written and verbal communication skills in English and Russian.
• Knowledge of the principles of operation, payment terminals, and payment gateways.
• Good understanding of the technical aspects of payment processing and standard data transmission protocols in this field.
• Experience with incident management and monitoring systems (e.g., Intercom, JIRA, Grafana, Asana).
• Experience with any ticketing/CRM system.
• Quick learning ability and adaptability to new information.
• Proactive and problem-solving mindset with excellent organizational skills.
• Excellent communication skills and ability to explain complex technical concepts in simple terms.
• Ability to work in shifts, including both day and night, to ensure 24/7 customer support.

Preferred Skills:

• Familiarity with the financial services industry.
• Experience with customer support or technical support roles.
• Knowledge of the Mastercard network and its services.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on customer support and technical issue resolution, a portfolio is not typically required. However, demonstrating problem-solving skills and customer service experience through past projects or case studies can be beneficial.

💵 Compensation & Benefits

Salary Range: 1000 - 1500 EUR net per month

Benefits:

• Opportunity to shape the future of fintech solutions within a growing company.
• A collaborative and supportive team environment.
• Continuous learning and development opportunities to enhance your skills and career growth.
• Competitive salary.
• Paid vacation.
• Fully remote work.

Working Hours: 40 hours per week, with shift-based working schedules including both day and night shifts to ensure 24/7 customer support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech, focusing on advanced, AI-powered payment technologies for Payment Service Providers (PSPs), Electronic Money Institutions (EMIs), and neobanks across the EU and the UK.

Company Size: Colibrix One is a fast-growing company, offering opportunities for career growth and impact.

Founded: Not specified in the provided information.

Team Structure:

• The Customer Support Specialist will work closely with internal teams, including technical support, product development, and client success.
• The team values curiosity, collaboration, and impact, fostering a supportive environment for learning and growth.

Development Methodology:

• Not specified in the provided information.

Company Website: Colibrix One

📈 Career & Growth Analysis

Customer Support Specialist Career Level: This role is an entry to mid-level position, offering an opportunity to gain experience in the fintech industry and develop technical support skills.

Reporting Structure: The Customer Support Specialist will report directly to the Customer Support Manager or a similar role within the organization.

Technical Impact: The Customer Support Specialist will have a direct impact on ensuring smooth transaction processing and payment gateway operations, contributing to the overall success of Colibrix One's clients and partners.

Growth Opportunities:

• Growth opportunity 1: Progression to a Senior Customer Support Specialist or Team Lead role, focusing on team management and mentoring.
• Growth opportunity 2: Transition to a more technical role within the organization, such as a Technical Support Engineer or Software Developer.
• Growth opportunity 3: Career advancement to a Customer Success Manager or similar role, focusing on client relationships and strategic account management.

🌐 Work Environment

Office Type: Fully remote work, with no physical office location specified.

Office Location(s): Almaty, Kazakhstan (remote work only)

Workspace Context:

• The Customer Support Specialist will work remotely, requiring a suitable home office setup with a stable internet connection.
• Collaboration tools such as Intercom, JIRA, Grafana, and Asana will be used to manage client inquiries and track progress.
• The remote work environment offers flexibility and the opportunity to work from any location within the specified time zones.

Work Schedule: Shift-based working schedules, including both day and night shifts, to ensure 24/7 customer support. The specific shift pattern may vary depending on the organization's needs and the individual's availability.

📄 Application & Technical Interview Process

Interview Process:

• Process step 1: Initial phone or video screening to assess communication skills and understanding of the role.
• Process step 2: Technical assessment or case study, focusing on problem-solving skills and understanding of payment processing and gateway operations.
• Process step 3: In-depth interview with the Customer Support Manager or a similar role within the organization, discussing the candidate's fit for the team and the company culture.
• Process step 4: Final decision and offer, based on the candidate's performance throughout the interview process.

Portfolio Review Tips:

• As this role focuses on customer support and technical issue resolution, a portfolio is not typically required. However, demonstrating problem-solving skills and customer service experience through past projects or case studies can be beneficial.

Technical Challenge Preparation:

• Familiarize yourself with the principles of operation, payment terminals, and payment gateways.
• Brush up on your understanding of the technical aspects of payment processing and standard data transmission protocols in this field.
• Prepare examples of how you have handled technical inquiries and resolved issues in previous roles or projects.

ATS Keywords:

• Payment Systems
• Payment Processing
• Customer Support
• Technical Support
• Incident Management
• CRM Systems
• Problem Solving
• Organizational Skills
• Communication Skills
• Shift Work
• Curiosity
• Fintech Industry
• Transaction Processing
• Payment Gateway Operations

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on customer support and technical issue resolution, a specific technology stack is not required. However, familiarity with the following tools and systems can be beneficial:

• Incident management and monitoring systems: Intercom, JIRA, Grafana, Asana
• Ticketing/CRM systems: Any relevant system used by the organization
• Payment processing and gateway operations: Familiarity with the principles of operation, payment terminals, and data transmission protocols

👥 Team Culture & Values

Customer Support Values:

• Value 1: Proactive and problem-solving mindset, focusing on resolving client issues efficiently and effectively.
• Value 2: Excellent communication skills, with the ability to explain complex technical concepts in simple terms.
• Value 3: Adaptability and quick learning ability, enabling the Customer Support Specialist to stay up-to-date with the latest payment technologies and industry trends.
• Value 4: Strong organizational skills, ensuring that client inquiries are managed and tracked appropriately.

Collaboration Style:

• Collaboration approach 1: Close collaboration with internal teams, including technical support, product development, and client success, to ensure prompt and effective problem-solving.
• Collaboration approach 2: Active communication with clients, keeping them informed about the status of their issues and any progress made.
• Collaboration approach 3: Knowledge sharing and continuous learning, fostering a supportive team environment for growth and development.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Web development challenge 1: Staying up-to-date with the latest payment technologies and industry trends, ensuring that the Customer Support Specialist can provide accurate and relevant information to clients.
• Web development challenge 2: Managing and prioritizing multiple client inquiries, ensuring that critical issues are addressed promptly and effectively.
• Web development challenge 3: Communicating complex technical concepts to clients with varying levels of technical expertise, ensuring that everyone understands the solutions and steps taken to resolve their issues.
• Web development challenge 4: Working in a fast-paced and dynamic environment, adapting to changes in client needs and industry trends.

Learning & Development Opportunities:

• Learning opportunity 1: Continuous learning and development opportunities to enhance your skills and career growth within the fintech industry.
• Learning opportunity 2: On-the-job training and mentoring from experienced team members, helping the Customer Support Specialist develop their technical support skills and industry knowledge.
• Learning opportunity 3: Attending industry conferences, workshops, and webinars to stay up-to-date with the latest payment technologies and best practices.

💡 Interview Preparation

Technical Questions:

• Technical question 1: Describe a time when you had to explain a complex technical concept to a non-technical client. How did you approach this, and what was the outcome?
• Technical question 2: Can you walk us through the process of diagnosing and resolving a technical issue related to payment processing or gateway operations? What tools and resources did you use, and how did you ensure that the issue was resolved effectively?
• Technical question 3: How do you prioritize and manage multiple client inquiries, ensuring that critical issues are addressed promptly and effectively?

Company & Culture Questions:

• Technical question 4: How do you stay up-to-date with the latest payment technologies and industry trends? Can you provide an example of a recent development that you found particularly interesting or relevant?
• Technical question 5: Can you describe a time when you had to collaborate with multiple internal teams to resolve a complex client issue? How did you ensure that everyone was working together effectively, and what was the outcome?
• Technical question 6: How do you approach continuous learning and development within your role as a Customer Support Specialist? Can you provide an example of a skill or area of knowledge that you have recently improved or expanded upon?

Portfolio Presentation Strategy:

• Presentation strategy 1: Prepare examples of how you have handled technical inquiries and resolved issues in previous roles or projects, demonstrating your problem-solving skills and customer service experience.
• Presentation strategy 2: Familiarize yourself with the company's products and services, ensuring that you can speak confidently about their features and benefits during the interview.
• Presentation strategy 3: Prepare questions to ask the interviewer about the company culture, team dynamics, and growth opportunities, demonstrating your interest in the role and the organization.

📌 Application Steps

To apply for this Customer Support Specialist position:

• Submit your application through the application link provided.
• Concrete preparation step 1: Tailor your resume and cover letter to highlight your relevant experience in the fintech industry, customer support, and technical issue resolution.
• Concrete preparation step 2: Prepare for the technical assessment or case study by familiarizing yourself with the principles of operation, payment terminals, and payment gateways, as well as the technical aspects of payment processing and data transmission protocols.
• Concrete preparation step 3: Research the company and its products and services, ensuring that you can speak confidently about their features and benefits during the interview.
• Concrete preparation step 4: Prepare questions to ask the interviewer about the company culture, team dynamics, and growth opportunities, demonstrating your interest in the role and the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.