Support 1st line specialist with English at Joompay

Joompay is a European banking app made simple for your everyday use. We operate from the Luxembourg headquarters under our own financial license, with other offices in Moscow and Riga. Joompay is a part of Joom Group — an international tech company. Joom mobile marketplace is our most successful project with more than 400M users around the world.

Now, our Joompay team consists of 40+ people, so we are looking for energetic and responsible specialists to build the company core. We want all the team members to add their unique value to help Joompay become a strong player and a valid competitor on the Fintech market.

We are looking for new employees to establish a fast and effective support team. We want our customer support to become an essential part of Joompay experience and function as an autonomous product within our ecosystem. In the future, you could take on other projects — education, quality control, second line, social media, process improvement and team leading.

Responsibilities

• Solving other people's problems with the earnest desire to help
• Answering clients in English via chats and emails
• Dealing with typical issues — in-app user experience, payments, transfers
• Helping clients with identity verification by submitting relevant documents
• Categorizing user's tickets and reporting bugs and suggestions on app improvement
• Translating short texts
• Escalating difficult cases with relevant data to second line
• Reporting incidents on the spot and fixing if possible
• Preventing recurring problems by suggesting broad solutions
• Replying to social network comments
• Replying to reviews in App Store and Google Play
• Writing small articles in the knowledge base news section

Must-have requirements

• Passing a test assignment and submitting a cover letter
• Speaking and writing in English fluently — C1, C2
• Conveying complex concepts in a concise manner
• Tolerating mundane and repeating tasks
• Maintaining discipline while working remotely
• Typing 180+ characters a minute (online check)
• Following rules and knowing where to bend them
• Keeping an open mind towards working on weekends and holidays
• Having a computer younger than 2012, at least 13' screen, CPU of 2 GHz, 8Gb of RAM, 20Mbit/s connection (online check). Indicate your specs in the cover letter

Would-be-a-plus requirements

• Education in journalism, philology, other Humanities
• Experience in customer support of at least half a year
• Basic understanding of European banking
• Experience as a copywriter, translator of writer
• Ability to find 3 Easter eggs in this listing
• French, German, Spanish, or other European languages would be a plus

What we offer

• Payment by the hour — 310 RUB after tax
• Extra payments for night shifts and work during holidays
• Fully remote position
• 40-hour workweek,
• 8-hour shifts in fluctuating schedule, including weekends and holidays
• Flexible lunchtime