• Design and implement the company’s customer support infrastructure • Manage and supervise customer support representatives • Serve as the escalation point for complex technical support issues • Identify recurring technical problems from support cases • Help improve the effectiveness of our kashrus filtering systems • Utilize AI tools to improve customer support workflows

• Leading investigations on Akamai's Guardicore Micro segmentation and Zero Trust product for customers • Learning and gaining in-depth experience in Micro-segmentation and zero-trust network security • Building and maintaining relationships with large enterprise customers as their primary point of contact for technical inquiries and issues • Owning the problem resolution and collaborating with internal teams • Analyzing technical issues and proposing solutions to prevent issues • Working closely with Engineering teams on customer issues

Technical Support Product Specialist (Voice) Department: Client Services Employment Type: Full Time Location: United States Reporting To: Matthew Bell Compensation: $21.00 - $23.00 / hour Description About Intermedia Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you. Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years! Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back! Are you ready to make your mark? About the Role Intermedia is seeking a Technical Support Product Specialist to join our award-winning Client Services organization. The successful candidate will have a passion for delivering customer centric support and providing in-depth product knowledge to our evolving customer base. Our working environment is unique! Work entirely from home supporting the end-users of our easy-to-use and secure communication and collaboration solutions. If you share our desire for delivering exceptional support, we are excited to hear from you! What you will be doing: - Resolve technical issues via incoming phone calls from (mostly) non-technical end users. - Respond to incoming web-based support requests. - Utilize Live Chat with powerful desktop sharing tools. - Recognize trends and report them to senior level engineers. - Find and document any new support issues or product bugs. - Work with other team members to resolve active issues. - Upselling - identify product improvements by additional services offered by Intermedia. - The ability to maintain Key Performance Indicator metric goals while delivering a worry-free experience to our customers. - Self-awareness and common-sense approach to identifying issues to escalate appropriately. - Self-starter with the maturity to ask for assistance when needed. What you will bring to the role: - 1+ years of experience in a high-volume call center environment in a technical support role. - Advanced networking skills pertaining to VoIP routing/hardware, UCaaS and CCaaS products. - In-depth knowledge Number Porting processes. - Applies technical knowledge to analyze, diagnose, troubleshoot, and resolve complex customer issues with ownership. - Demonstrate the ability to patiently solicit needed information from non-technical users and communicate the technical solution in understandable terms. - Ability to follow documented procedures, instructions, and manage time successfully. - Goes above and beyond to ensure client satisfaction and success at all times. - Strong sense of commitment to resolving client issues on the first call. - Must be a self-starter with proven ability to work proactively and independently. - Excellent communication skills - writing, speaking, and listening. - Detailed oriented with good documentation skills. - Commitment to excellence: willing to accept constructive feedback, share information with other team members, and drive toward continuous improvement. Desired Skills: - Previous work-from-home technical support experience. - Understanding of call center operations; prior experience in equivalent position a plus. - High degree of technical aptitude. - College degree or equivalent experience VERY IMPORTANT information to note: - Hired candidates must be available for a three-week online, instructor-led training class (from 7am - 4pm PT). Continued employment is dependent upon passing this class - Work-at-home employees must have high-speed broadband capability (5 mb/s upload speed) via a cabled Internet connection used only for work purposes to ensure uninterrupted, high quality for customer calls. - You must pass a criminal background and reference check to be hired. - Shifts assignment are based by Pacific Standard Time and scheduled from 5am – 6pm PST. Shift are determined Workforce Management. Diversity, Inclusion, and Equal Opportunity We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description - Payment System Configuration: - Configure and maintain payment entities in the gateway (merchants, providers, routing rules, limits). - Manage payment methods activation, routing logic, and transaction limits according to business requirements. - Support onboarding of new merchants from a technical perspective. - Integrations & Testing: - Set up and test new payment integrations with providers and merchants. - Perform functional testing of payment flows (deposit / withdrawal) and validate transaction processing. - Assist with releases of new payment methods and features. - Technical Support (L2): - Act as Level 2 technical support for the Customer Support team. - Investigate technical issues reported by merchants, providers, or internal teams. - Analyze logs, transaction statuses, and system behavior to identify root causes of issues. - Monitoring & Incident Management: - Monitor alerts and system notifications related to payments and integrations. - Participate in incident investigation and resolution. - Escalate critical issues to relevant technical teams when necessary. - Product & Process Improvement: - Identify system bugs and inconsistencies and report them to the product and development teams. - Contribute to improving internal processes, tools, and automation of support workflows. - Provide technical assistance to internal teams (Account Management, Customer Support, Product). Qualifications - At least 2+ years of experience in fintech, payment systems, PSP, acquiring, or payment orchestration. - Strong understanding of the payment lifecycle (authorization, capture, refunds, chargebacks). - Hands-on experience with payment integrations, gateways, or technical payment operations. - Ability to investigate payment issues using logs, API tools (Postman), and basic SQL. - Understanding of REST APIs, webhooks, and transaction flows. - Experience with L2/L3 technical support or payment operations. - Ability to independently troubleshoot incidents and work with engineering/product teams. - Strong communication skills and ability to explain technical topics to non-technical teams. - Fluent Russian and good English level. Requirements - Nice to have: - Experience with routing logic or multi-PSP environments. - Experience with 3DS flows or payment performance optimization. - Experience working with monitoring tools (Grafana, Kibana, etc.). Benefits - An opportunity to make something great even greater; you can be the reason why we grow, develop, and become the best fintech company on the market! - Career prospects - we are young, we have huge ambitions, and it is important that our employees grow with us. - Work with coworkers who are passionate about their business. - Compensation that will fully correspond to the competence and knowledge, with yearly performance reviews. - The opportunity to attend conferences, courses, and professional development at the company's expense - we favor the continuous development of our employees. - Remote type of work. - 20 days of vacation time; Sick leaves; Additional birthday day off. - Team building events and corporate parties.