Boku Inc. (BOKU.L) is the leading global provider of local mobile-first payments solutions. Global brands including Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent rely on Boku to reach millions of new paying consumers who do not use credit cards with our purpose-built payment network of more than 250 local payment methods that reach 7 billion accounts across 65 countries. Every year, Boku processes over $9 billion in value for our customers. Incorporated in 2008, Boku is headquartered in London and San Francisco and has employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE. Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace.

Title: Operations Support Technician

Reporting to: Production Support Manager

Employment Type: Full-time, contract (maternity cover)

Location: Tallinn/Tartu

About Us:

We are a global company providing payment services to our partners, merchant app stores, and their end-user customers. Our Production Support Operations team plays a vital role in ensuring seamless operations and outstanding customer experiences. As a Support Technician, you will be part of our dedicated Production Support team, assisting customers, partners, and internal stakeholders in resolving inquiries and delivering exceptional support.

Role Summary:

As a Support Technician, you will contribute to our best-in-class payment services by providing prompt and accurate technical and product support to customers, partners, and internal stakeholders. Working alongside a team of support analysts, engineers, and support management, you will deliver excellent technical support, exceeding expectations, and meeting service-level agreements. With a strong focus on technical and analytical skills, you will ensure timely and effective resolution of requests.

Key Responsibilities

  • Provide technical support across email, chat, and service management channels.
  • Prioritize and resolve requests within service level agreements, following standard procedures while offering creative solutions for complex cases.
  • Support ongoing operations by handling assigned tasks and maintaining high-quality service delivery.
  • Exceed customer expectations through professional, courteous, and efficient interactions.
  • Escalate advanced requests to higher-level teams when necessary.
  • Contribute to knowledge bases and standard operating procedures, incorporating insights from support case resolutions.
  • Utilize analysis tools and databases to gather, analyze, troubleshoot, and resolve requests.
  • Maintain a comprehensive understanding of our products, services, and client requirements.
 
Qualifications:
  • Higher education, such as a degree in IT tech field.
  • At least 3 years' experience in customer-facing roles such as customer support, success, or technical support in products and systems
  • Proficiency in a programming language and its associated frameworks and libraries (Java or Python knowledge is a plus).
  • Expertise in online payment processing, including troubleshooting and experience with ecommerce environments.
  • Proficient in service management tools (e.g., Zendesk, Jira Service Management, Service Now).
  • Excellent critical thinking and problem-solving skills.
  • Strong data analysis skills, including experience with relational databases (eg., MySQL), data visualization, and advanced Excel (e.g., Pivot tables) for statistical analysis.
  • Knowledge of websites, web and mobile applications, and APIs.
  • Critical thinking and problem-solving abilities to determine appropriate courses of action.
  • Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders
  • Proactive, self-motivated, and accountable in managing tasks.
  • Effective collaborator, both individually and in team settings.
  • Flexibility to occasionally work outside traditional hours to support a global customer base.
The ideal candidate for this role has a minimum of 3 years' experience in customer or client-facing support roles, preferably within the financial services or technology industry. They are analytically inclined and possess a strong record of accomplishment of supporting technical and product operations in a customer/client-based environment. With demonstrated proficiency in customer support functions and beginner-level or higher experience in technical support, they excel in providing exceptional service and resolving issues efficiently. If you embody these qualifications, we encourage you to apply and join our team as we strive for excellence in delivering outstanding support.
 

What you'll get in return: 

  • Stock options for publicly listed Boku Inc
  • Generous referral bonus
  • Extra vacation days between Christmas and New Year
  • Home Office equipment budget
  • Exciting possibility to work with well-known names in the internet/digital/mobile/gaming industry
  • Personal development, growth & learning opportunities in a motivated, talented and international team
  • Independence to define your role: the freedom to act and take responsibility
  • Cozy and comfortable working environment at our office in Tallinn or Tartu city center.
  • Extra paid sick days for yourself or in case your children are ill.

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