Customer Support Specialist

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.

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.

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 Devexperts’ 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/remote work mode,
• Flexible working hours.

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.