Customer Support Agent (L1)

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Requirements:

• 1 year of experience in online customer support, ideally within a technology or finance environment.
• Strong communication skills to convey information clearly and professionally.
• Fluency in English and other languages.
• Familiarity with digital platforms and troubleshooting techniques.
• Ability to follow standardized processes while maintaining empathy and attention to customer needs.
• Multitasking skills to manage multiple chats and investigations simultaneously.
• Experience with customer support tools like Zendesk, Freshdesk, or Intercom.
• Good understanding and experience with cryptocurrency operations and trading.
• Comfortable using various support channels: Chat, Email, Phone, and Social Media.

Responsibilities:

• Handle initial customer questions after chatbot engagement.
• Provide assistance with onboarding, account management, crypto operations, trading, and payment processes.
• Guide customers through account setup and verification steps.
• Categorize and log inquiries, requesting necessary information for escalations.
• Prioritize resolving inquiries on the first contact to enhance customer experience.