Customer Support Specialist, Porto Porto

Customer Support Specialist, Porto
Porto
Porto, Porto District, Portugal

dx
Feed delivers financial markets information and services to banks, brokers, investment companies, trading platforms, and other professional and retail market participants. dx
Feed is a subsidiary of Devexperts – a company that develops software for stock exchanges, brokers, and investment companies.

dx
Feed’s distributed team has significant experience in advanced market data compression, storage, retrieval, and transmission.

Job Description

dx
Feed B2C Support:

The project requires a Customer Support Specialist fluent in English and experienced in Support or Quality Assurance in Fin
Tech. This team maintains an ecosystem of services that provides retail customers with a
- safe market data stream. Our
-
- 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 Fin
  Tech.
• Creating, reviewing, and maintaining tutorials to help
  - users with charting applications usage.
• Documenting common support procedures for future reference.
• Testing data integration into new applications and promptly reporting any found issues.

Qualifications

Key requirements:

• High level of communication and soft skills;
• High level of responsibility, time management and
  - organization;
• 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
  - solving skills;
• Ability to stand one’s ground and propose ideas that will improve the work of the entire team;
• Self-motivation and desire to develop in Fin
  Tech.

Additional skills considered an advantage:

• Work experience with foreign clients;
• Second language;
• Experience in working with
  - tracking systems (Zendesk, Jira);
• Experience in working with databases and writing SQL queries;
• Basic knowledge of Bash, Python;
• Understanding of data transmission network principles and main protocols. Knowledge of the OSI model;
• Experience in working with Linux/Unix (mainly
  - like).

Stack

• Log management and CI – Elastic
  Search
• Documentation and content management – Confluence, Paligo, Zendesk
• Work in morning and evening shifts (details can be discussed);
• Work on public holidays;
• Willingness to take a large scope of responsibilities;