Customer Support Specialist

Market Pay is looking for a L2 Tech Support Specialist as part of our 2nd Level team based in Vilnius. Our service desk provides best of breed, frontline support to our enterprise clients globally.

As a L2 Tech Support Specialist, you must be able to:

• Provide deep analysis of issues on a high availability secure transactional based system providing critical business services to our customers.

• Be an outstanding IT professional capable of log analysis, API troubleshooting, database querying and complex investigations.

• Act fast, with urgency and priority. Know when to follow the script and importantly, when not to.

• Actively seek to reduce the burden on Level 3 teams by identifying and bringing forward initiatives to increase Level 2 skills, knowledge and responsibilities.

• Collaborate with management, senior team members, Level 3 Support Teams, Duty Managers and 3rd Party Partners.

• Partner with technical teams and 3rd parties to effectively resolve issues fast.

• Accurately follow and contribute to procedures and processes defined in the internal knowledge base.

• Escalate urgent and business critical issues in a timely manner to the duty managers.

• Work with Zendesk ticketing tool, handling customers cases, ageing ticket coordination, reporting, statistics, daily activities.

• Be the hero of the day by supporting our clients and partners in the best possible way.
• Work 24/7 shifts.

Your Package

💵 A highly competitive salary (depending on relevant experience salary range is from 2700 Eur to 3500 Eur gross)

🥇 Annual bonus program and regular awards and recognition for the best of the best (👈🏻 is that you?)

🩺 Health Insurance (includes all the essentials plus a fund towards your gym membership)

🛟 Life Insurance

🤯 Mindletic Mental Health Gym Subscription

🏢 Office in the Old Town of Vilnius

🍕 Regular social events and celebrations.

📱 Monthly Phone Allowance

💻 All the tools and equipment you need to do your job

🏡 Flexibility to mix being in the office with working remotely from your home

The Essentials

• 2+ years of experience working in a technical support or similar role at Level/Tier 2 or above.

• Experience supporting transaction based systems especially electronic payment flows, log analysis, major incident support, batch jobs, payment terminals, API, networking and databases.

• Ability to accurately and consistently follow support processes...importantly not be afraid to suggest optimisations and improvements to those processes.

• Experience in ticketing tools (Zendesk, Salesforce, Jira or Service Now is a plus).

• Highly ethical, professional and ambitious.

• Strong customer facing skills with the ability to communicate effectively with relevant stakeholders to understand and define requirements and customer needs.

• Prior experience in call center, financial industry, e-commerce, or technical environment.

• Fluent in spoken and written English essential.

• Ability to deal with high volumes of work in a multi-task environment.

• Strong analytical ability to coordinate and analyse complex cases.

• Ability to independently or together with team to analyse issues and report findings in structured and clear way.