Company Overview

The organisation delivers technology-driven services within the fintech, digital payments and online business solutions sector. Its digital platforms are designed to support reliable service delivery, efficient customer interactions and secure access to technology-enabled products.

The Technical Support & Customer Experience department helps customers resolve technical difficulties, understand system functionality and use digital services effectively. The team works alongside engineering, product, security and operational departments to investigate reported problems, communicate technical information and maintain consistent support standards.

The organisation recognises that dependable customer support is essential to maintaining confidence in digital services. Its support approach therefore emphasises accurate troubleshooting, timely communication, appropriate escalation and the continuous improvement of customer-facing documentation.

Role Summary

The Technical Customer Support Specialist will provide structured technical assistance to customers experiencing difficulties with digital platforms, account functionality, payment-related workflows and other supported services. The role involves investigating reported issues, identifying likely causes, guiding customers through troubleshooting procedures and coordinating more complex cases with technical teams.

The successful candidate will combine customer service skills with a practical understanding of software applications, web-based systems and technical support processes. They will be expected to communicate clearly with customers who may have different levels of technical knowledge, ensuring that explanations remain accessible without sacrificing accuracy.

In addition to resolving individual support requests, the specialist will contribute to identifying recurring technical problems, improving support documentation and communicating common customer difficulties to relevant internal teams. The position requires patience, analytical thinking, attention to detail and the ability to manage several open cases without compromising service quality.

Working remotely within Estonia, the specialist will use ticketing systems, internal knowledge bases and approved communication channels to manage requests from initial receipt through resolution or escalation.

Key Responsibilities

• Technical enquiry management: Receive, review and respond to customer enquiries relating to supported applications, platform functionality, account access, system configuration and other technical service issues.

• Troubleshooting: Investigate reported problems systematically by gathering relevant information, reviewing error messages, checking available system information and following established diagnostic procedures.

• Customer guidance: Provide step-by-step instructions that help customers resolve common technical difficulties independently. Adapt explanations to the customer’s level of technical understanding.

• Ticket management: Create, categorise, prioritise and update support tickets accurately. Maintain clear records of reported symptoms, troubleshooting actions, customer communications and resolution outcomes.

• Incident escalation: Refer complex or unresolved issues to engineering, infrastructure, security or other specialist teams. Supply sufficient diagnostic information to support efficient investigation.

• Case ownership: Monitor outstanding tickets, follow up on escalated cases and keep customers informed of progress. Ensure that requests are not overlooked during shift handovers or changes in case ownership.

• Platform support: Assist customers with supported digital workflows, including registration, account configuration, navigation, reporting functions and other product features within the scope of the role.

• Payment-related support: Where applicable, help investigate customer enquiries concerning payment statuses, transaction references, processing notifications and documented payment workflows. Refer suspected financial discrepancies or unauthorised activity through approved procedures.

• Knowledge base maintenance: Create and update troubleshooting guides, frequently asked questions, internal support notes and customer-facing technical documentation.

• Recurring issue identification: Track repeated technical complaints and identify patterns that may indicate a product defect, usability problem, configuration issue or service disruption.

• Cross-functional collaboration: Work with product specialists, developers and operations personnel to clarify technical behaviour, reproduce reported issues and communicate confirmed findings to customers.

• Service quality monitoring: Follow established response, resolution and documentation standards. Review customer feedback and quality assessments to identify areas for improvement.

• Customer communication: Maintain a professional, calm and helpful approach when dealing with frustrated customers, service interruptions or technically complex enquiries.

• Security and privacy: Follow approved identity-verification, access-control and data-handling procedures. Never request or disclose passwords, authentication codes or other sensitive credentials outside authorised processes.

• Reporting: Contribute to support reports covering ticket volumes, issue categories, recurring defects, resolution trends and customer feedback.

• Continuous learning: Keep up to date with product updates, technical documentation, support procedures and changes that affect customer-facing functionality.

Requirements and Qualifications

• Bachelor’s degree, diploma or equivalent professional experience in Information Technology, Computer Science, Information Systems or a related field.

• Previous experience in technical support, service desk operations, application support or a comparable customer-facing technical role.

• Strong troubleshooting and problem-solving skills, including the ability to investigate issues methodically rather than relying on assumptions.

• Familiarity with ticketing and service management platforms such as Jira Service Management, Zendesk, Freshdesk or comparable tools.

• Basic understanding of web applications, browsers, operating systems, APIs, network connectivity and common software errors.

• Ability to interpret technical logs, error messages and documented troubleshooting procedures at a level appropriate to the position.

• Strong written communication skills and the ability to explain technical processes to non-technical customers.

• Good time management and the ability to prioritise tickets according to urgency, customer impact and established service-level agreements.

• Experience documenting support cases, preparing knowledge articles and maintaining accurate records.

• Understanding of information security, confidentiality, identity verification and responsible handling of customer data.

• Familiarity with fintech platforms, digital banking, payment gateways or transaction processing systems is an advantage.

• Basic SQL, API testing or browser developer tools experience is beneficial for roles involving more advanced application troubleshooting.

• Ability to work independently in a remote environment while collaborating effectively with colleagues across different teams.

• Professional English proficiency. Estonian or additional European language skills are an advantage.

Benefits

• Remote working within Estonia, with a structured approach to communication, case ownership and team collaboration.

• Opportunity to develop technical troubleshooting skills across modern digital platforms and customer-facing technologies.

• Exposure to fintech, payment operations, software support and technology-enabled business processes.

• Collaboration with engineering, product, security and operations specialists.

• Professional development through product training, technical documentation and exposure to more complex support cases.

• An environment that values accurate diagnosis, customer empathy, accountability and knowledge sharing.

• Opportunities to contribute to support process improvements and initiatives that reduce recurring customer difficulties.

• Access to relevant support systems, internal knowledge resources and documented procedures.

Application Instructions

Applicants should submit an up-to-date CV highlighting relevant technical support experience, troubleshooting capabilities, ticketing system knowledge and customer communication skills.

Candidates are encouraged to describe examples of technical issues they have investigated, how they identified the cause and how they communicated the resolution. Experience supporting financial technology, payment platforms, web applications or business software should be included where applicable.

Shortlisted candidates may be invited to discuss practical troubleshooting scenarios, ticket prioritisation, escalation procedures and the handling of sensitive customer information. They may also be asked to explain how they would investigate a recurring platform error while keeping affected customers appropriately informed.

Are you interested in this position?

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