📍 Job Overview

Job Title: Customer Support Specialist (Remote - Almaty, Kazakhstan)
Company: Colibrix One
Location: Almaty, Kazakhstan
Job Type: Full-Time, Remote
Category: Customer Support, Technical Support
Date Posted: June 25, 2025
Experience Level: 0-2 years
Remote Status: Remote (Shift-based, 24/7 rotation)

🚀 Role Summary

Serve as the primary point of contact for clients and partners, providing technical support for acquiring operations and payment systems.
Handle a wide range of inquiries, from simple assistance requests to complex technical issues affecting transaction processing.
Collaborate with internal teams to ensure timely and effective resolution of client issues.
Proactively identify and address potential problems, contributing to system improvements and enhanced client satisfaction.

📝 Enhancement Note: This role requires a strong technical background in payment systems and a proactive approach to problem-solving, making it an excellent fit for candidates with a solid foundation in FinTech and a passion for customer support.

💻 Primary Responsibilities

Client Support: Provide timely and accurate technical support to clients and partners via phone, email, and chat, addressing their inquiries and resolving issues.
Issue Diagnosis: Perform initial analysis and diagnosis of issues affecting transaction processing and payment gateway operations.
Problem Resolution: Resolve simple technical issues independently and escalate more complex problems to relevant internal teams.
Client Guidance: Advise clients on setting up and using software for payment operations, ensuring they have the necessary knowledge to maximize the use of Colibrix One's services.
Documentation: Maintain detailed records of client inquiries, including problem descriptions, actions taken, and outcomes.
Team Collaboration: Work closely with other company departments to address client technical issues promptly and effectively.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field.

Experience: At least 1 year of experience as a customer support specialist in the FinTech industry.

Required Skills:

Excellent written and verbal communication skills in English and Russian.
Strong knowledge of payment systems, payment terminals, and payment gateways.
Solid understanding of payment processing principles and standard data transmission protocols.
Experience with incident management and monitoring systems (e.g., Intercom, JIRA, Grafana, Asana).
Experience with ticketing/CRM systems.
Quick learning ability and adaptability to new information.
Proactive and problem-solving mindset with excellent organizational skills.
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:

Experience with Colibrix One's payment systems and software.
Familiarity with the financial industry and regulatory requirements.
Basic knowledge of programming languages (e.g., Python, JavaScript) and SQL.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: A well-structured portfolio showcasing your problem-solving skills, technical expertise, and customer support experience in the FinTech industry.
Technical Documentation: Include case studies demonstrating your ability to diagnose and resolve technical issues, as well as examples of client communication and issue resolution.

💵 Compensation & Benefits

Salary Range: 1000 - 1500 EUR net per month

Benefits:

Paid vacation
Fully remote work

Working Hours: 40 hours per week, with shift-based scheduling 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: Medium-sized, fast-growing team with a passion for innovation, security, and scalability.

Founded: Not specified

Team Structure:

Collaborative and supportive team environment.
Close collaboration with internal teams, including technical specialists and management.
Flat hierarchy, with a focus on impact and curiosity.

Development Methodology:

Agile and customer-centric approach to problem-solving and system improvements.
Continuous learning and adaptation to new technologies and industry trends.

Company Website: Colibrix One

📝 Enhancement Note: Colibrix One's focus on innovation and customer support makes it an attractive opportunity for FinTech professionals seeking to grow and make an impact in the payment technology industry.

📈 Career & Growth Analysis

Customer Support Specialist Level: Entry to mid-level, with opportunities for growth and specialization in the FinTech industry.

Reporting Structure: Reports directly to the Customer Support Manager, with close collaboration with internal teams, including technical specialists and management.

Technical Impact: Directly influences client satisfaction and system improvements by addressing technical issues and providing valuable feedback to internal teams.

Growth Opportunities:

Specialization in specific payment systems or technologies.
Progression to a senior customer support role or team leadership position.
Transition to other roles within the company, such as technical support or quality assurance.

🌐 Work Environment

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

Office Location(s): Almaty, Kazakhstan

Workspace Context:

Remote work environment with flexible scheduling.
Close collaboration with internal teams via chat, email, and video conferencing.
Access to relevant tools and software for remote work, including incident management and monitoring systems.

Work Schedule: Shift-based, including both day and night shifts, to ensure 24/7 customer support.

📝 Enhancement Note: Colibrix One's fully remote work environment offers flexibility and convenience for customer support specialists, allowing them to balance their personal and professional lives while providing exceptional support to clients.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: A brief phone or video call to assess communication skills and fit for the role.
Technical Assessment: A hands-on test or case study to evaluate problem-solving skills and technical knowledge in payment systems.
Final Interview: A conversation with the Customer Support Manager to discuss career goals, expectations, and cultural fit.

Portfolio Review Tips:

Highlight your problem-solving skills and technical expertise in payment systems.
Include examples of client communication and issue resolution.
Demonstrate your ability to work in a remote, shift-based environment.

Technical Challenge Preparation:

Brush up on your knowledge of payment systems, payment processing, and standard data transmission protocols.
Familiarize yourself with Colibrix One's services and software.
Prepare for case studies and hands-on tests that assess your ability to diagnose and resolve technical issues.

ATS Keywords: Customer Support, Technical Support, Payment Systems, Payment Processing, Communication Skills, Problem Solving, Organizational Skills, Incident Management, CRM Systems, Technical Analysis, Software Setup, Collaboration, Adaptability, Curiosity, Proactivity

📝 Enhancement Note: Colibrix One's interview process focuses on assessing communication skills, technical knowledge, and problem-solving abilities, making it essential for candidates to prepare thoroughly and demonstrate their expertise in payment systems and customer support.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Incident management and monitoring systems (e.g., Intercom, JIRA, Grafana, Asana)
Ticketing/CRM systems
Communication platforms (e.g., email, chat, phone)

Payment Systems & Software:

Colibrix One's proprietary payment systems and software
Third-party payment gateways and processing platforms
Standard data transmission protocols (e.g., PCI-DSS, 3-D Secure)

📝 Enhancement Note: Familiarity with Colibrix One's payment systems and software, as well as relevant customer support tools, is essential for success in this role.

👥 Team Culture & Values

Customer Support Values:

Proactive and problem-solving mindset
Excellent communication skills and ability to explain complex technical concepts simply
Strong technical knowledge in payment systems and payment processing
Adaptability and quick learning ability
Strong organizational skills and attention to detail

Collaboration Style:

Close collaboration with internal teams, including technical specialists and management
Flat hierarchy and focus on impact and curiosity
Agile and customer-centric approach to problem-solving and system improvements

📝 Enhancement Note: Colibrix One's customer support values emphasize strong technical knowledge, excellent communication skills, and a proactive approach to problem-solving, making it an ideal fit for candidates with a passion for customer support and payment systems.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex technical issues affecting transaction processing and payment gateway operations
Keeping up-to-date with new payment technologies and industry trends
Adapting to a remote, shift-based work environment

Learning & Development Opportunities:

Specialization in specific payment systems or technologies
Progression to a senior customer support role or team leadership position
Transition to other roles within the company, such as technical support or quality assurance
Continuous learning and adaptation to new technologies and industry trends

📝 Enhancement Note: Colibrix One's focus on innovation and growth presents numerous opportunities for customer support specialists to develop their skills and advance their careers in the FinTech industry, while also facing technical challenges that require strong problem-solving abilities and adaptability.

💡 Interview Preparation

Technical Questions:

Payment Systems: Describe the key components of a typical payment system and explain how they interact with each other.
Troubleshooting: Walk us through your process for diagnosing and resolving a complex technical issue affecting transaction processing.
Communication: How would you explain a complex technical concept to a non-technical client in simple terms?

Company & Culture Questions:

Customer Support: How do you approach providing exceptional customer support in a remote, shift-based environment?
Problem-Solving: Describe a challenging customer support issue you've faced in the past and how you resolved it.
Adaptability: How do you stay up-to-date with new payment technologies and industry trends?

Portfolio Presentation Strategy:

Case Studies: Prepare case studies demonstrating your ability to diagnose and resolve technical issues, as well as examples of client communication and issue resolution.
Technical Expertise: Highlight your strong technical knowledge in payment systems and payment processing.
Problem-Solving Skills: Showcase your ability to think critically and approach problems from multiple angles.

📌 Application Steps

To apply for this Customer Support Specialist (Remote - Almaty, Kazakhstan) position:

Submit your application through the application link provided.
Tailor your resume and portfolio to highlight your problem-solving skills, technical expertise, and customer support experience in the FinTech industry.
Prepare for case studies and hands-on tests that assess your ability to diagnose and resolve technical issues.
Research Colibrix One's services, software, and company culture to ensure a strong fit and demonstrate your enthusiasm for the role.

📝 Enhancement Note: Colibrix One's application process emphasizes technical knowledge, problem-solving skills, and customer support experience, making it crucial for candidates to highlight these aspects in their application materials and interview preparation.

Customer Support Specialist