Customer Support Specialist

Utorg is an international team of experienced and driven professionals united by a passion for innovation and a strong belief in a decentralized future. The company develops cutting-edge fintech products at the intersection of traditional finance and blockchain technology, creating solutions that unlock new opportunities for both users and businesses.

Currently, Utorg is looking for a Customer Support Specialist (L1/L2) to join the team and contribute to the success of its products and the advancement of Web3.

Key Responsibilities:

• Handling support tasks with control over resolution or escalation through the ticketing process.
• Analyzing customer problems, identifying root causes, and providing effective solutions to ensure customer satisfaction.
• Communication, monitoring and assistance to merchants.
• Collaborating with other departments to address customer tasks and issues.
• Expanding and maintaining an internal knowledge base to keep it up to date.

Required Skills:

• Proven experience in a similar customer support role, ideally within fintech, crypto, or tech-driven environments.
• English language proficiency at least B2+ level since we communicate with our customers in English. All communication with customers is via text, no voice chats.
• Also Russian language - spoken level C1 or higher, with strong written skills (able to write clearly and correctly).
• Attention to detail, responsibility, proactiveness, and customer orientation - as basic and cliche as it sounds, it's important qualities since we are building financial products and it's extremely important to pay close attention to the issue at hand and determine what exactly is going on and why.
• Strong knowledge of payment processes (3DS, chargeback, settlement, hold) and ability to analyze complex cases, disputes, and escalations.
• Work schedule 4/4  (2 day shifts from 8:00 to 20:00 and 2 night shifts from 20:00 to 8:00 UTC+3)

It's cool if you have:

• Experience with Zendesk, Intercom, and Jira.
• Diploma or Bachelors in STEM or business-related fields - we are totally cool with hiring students or people who just finished their education and are trying to break into IT.
• Touched crypto in some way - either via buying some BTC, or participating in airdrops, or something similar.

Why join us?
• Work with cutting-edge fintech products
• Flexible remote work
• Competitive salary with regular reviews based on your growth and contribution
• Opportunities to deepen your expertise and expand your skills in fintech and crypto
• Clear career paths: vertical growth within the team or horizontal moves across departments