Handle the full customer request cycle via email, chat, and ticketing systems, focusing on payment-related queries and troubleshooting. Collaborate with product and tech teams to document feedback and improve the overall user experience.
Utorg
12 Remote Job Openings at Utorg
Customer Support Specialist (cryptowallet & card | night shifts)
Utorg
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Full Time
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8 hours ago
Utorg
Handle L1/L2 support tasks via ticketing systems, analyzing root causes to resolve customer issues and assisting merchants. Collaborate with internal departments to maintain the knowledge base and ensure customer satisfaction.
Handle L1/L2 support tasks via ticketing systems, analyzing root causes to provide effective solutions for customers and merchants. Collaborate with internal departments and maintain the internal knowledge base to ensure product success.
Manage complex technical incidents from triage to resolution while collaborating with Engineering and Product teams to improve system reliability. Develop technical documentation and coach L1/L2 agents to enhance overall support efficiency.
Act as the technical anchor for quality by performing hands-on testing of mobile, backend, and crypto-specific flows. Establish QA standards, monitor production stability, and collaborate with developers to integrate automated test suites.
Act as the technical anchor for quality by performing hands-on testing of mobile, backend, and crypto-specific flows. Establish QA standards and metrics while collaborating with developers to integrate automated tests into the daily workflow.
Act as the technical anchor for quality by performing hands-on testing across mobile, backend, and crypto-specific flows. Establish QA standards and metrics while collaborating with developers to integrate automated testing into the daily workflow.
Manage the full customer request cycle via email, chat, and ticketing systems to resolve payment-related queries. Collaborate with product and tech teams to investigate issues and improve support documentation and services.
Lead the quality assurance for mobile apps and backend services, focusing on complex crypto and fintech logic. Establish QA standards, monitor production stability, and mentor junior QA engineers to raise team maturity.
Lead the quality assurance for mobile apps and backend services within a crypto and fintech ecosystem. Establish QA standards, monitor production stability, and mentor junior QA engineers to improve overall team maturity.
Manage complex L3 technical incidents from triage to resolution and collaborate with Engineering and Product teams to implement lasting system fixes. Develop technical documentation and runbooks while coaching L1/L2 agents to improve overall support efficiency.
The role involves owning the quality of mobile and backend releases while driving QA-developer collaboration on automated testing. You will also lead production stability efforts, mentor team members, and establish QA standards and metrics.
