Customer Support Analyst

Summary:

As a Customer Service Agent, you'll join a high performing team of passionate support professionals who know their performance is critical client to achieving its mission.

Responsibilities:

• Responsible for providing support for Client's customers across multiple channels (phone, messaging & email) by investigating, troubleshooting, and resolving customer issues.
• Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
• Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and upstream solutions.
• Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible ensure all defects are logged appropriately.
• Seek opportunities to add value for customers through education, proactivity, and clear expectation setting.
• Set a high bar for Customer Service Agents within the organization by setting an example through performance and work ethic.

Job Requirements:

• Motivated by client's mission and creating a flawless support experience for our global customer base.
• Shift and weekend work is a requirement.
• Minimum of 2-3 years of relevant experience in customer support and/or financial services, crypto, technology.
• Experience with different channels of support, including voice, email, and messaging.
• Phenomenal communication skills to operate globally across multiple departments and stakeholders.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
• Must be able to read, write and speak in English

Technical Requirements:

• Experience with compliance, payments, fraud, account access, trust and safety, or other relevant operational domains.
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
• Experience working with and partnering with external outsource business partners