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Customer Support Specialist

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Market Pay

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Location:
Lithuania , Vilnius

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

2700.00 - 3300.00 EUR / Month
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Job Description:

Market Pay is looking for a Italian speaking L2 Tech Support Specialist as part of our 2nd Level team based in Vilnius. Our service desk provides best of breed, frontline support to our enterprise clients globally.

Job Responsibility:

  • Fluently support customers with Italian language
  • Provide deep analysis of issues on a high availability secure transactional based system providing critical business services to our customers
  • Be an outstanding IT professional capable of log analysis, API troubleshooting, database querying and complex investigations
  • Act fast, with urgency and priority. Know when to follow the script and importantly, when not to
  • Actively seek to reduce the burden on Level 3 teams by identifying and bringing forward initiatives to increase Level 2 skills, knowledge and responsibilities
  • Collaborate with management, senior team members, Level 3 Support Teams, Duty Managers and 3rd Party Partners
  • Partner with technical teams and 3rd parties to effectively resolve issues fast
  • Accurately follow and contribute to procedures and processes defined in the internal knowledge base
  • Escalate urgent and business critical issues in a timely manner to the duty managers
  • Work with Zendesk ticketing tool, handling customers cases, ageing ticket coordination, reporting, statistics, daily activities
  • Be the hero of the day by supporting our clients and partners in the best possible way

Requirements:

  • 2+ years of experience working in a technical support or similar role at Level/Tier 2 or above
  • Experience supporting transaction based systems especially electronic payment flows, log analysis, major incident support, batch jobs, payment terminals, API, networking and databases
  • Ability to accurately and consistently follow support processes
  • Experience in ticketing tools (Zendesk, Salesforce, Jira or Service Now is a plus)
  • Highly ethical, professional and ambitious
  • Strong customer facing skills with the ability to communicate effectively with relevant stakeholders to understand and define requirements and customer needs
  • Fluent in spoken and written English and Italian
  • Strong analytical ability to coordinate and analyse complex cases
  • Ability to independently or together with a team to analyse issues and report findings in a structured and clear way
What we offer:
  • Annual bonus program and regular awards and recognition
  • Health Insurance (includes all the essentials plus a fund towards your gym membership)
  • Life Insurance
  • Mindletic Mental Health Gym Subscription
  • Office in the Old Town of Vilnius
  • Regular social events and celebrations
  • Monthly Phone Allowance
  • All the tools and equipment you need to do your job
  • Flexibility to mix being in the office with working remotely from your home

Additional Information:

Job Posted:
December 31, 2025

Work Type:
Hybrid work
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