Customer Support Specialist I
PhilippinesContractEntry
Salary1,100 USD per month
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- Microsoft ExcelComplianceTroubleshootingCustomer supportCustomer SuccessGoogle Workspace
Requirements
- High school diploma, GED, or equivalent.
- 2+ years of experience in customer support or success within the financial services, payments, or foreign exchange industry.
- Strong working knowledge of Google Suite.
- Outstanding troubleshooting and problem-solving skills.
- Fluent English (written and verbal communication skills).
- Ability to manage a heavy workload and prioritize responsibilities.
- Bachelor's degree (preferred).
- Knowledge of regulatory and compliance requirements (preferred).
- Experience with Freshdesk or similar helpdesk software (preferred).
- Experience with Google Docs and Excel (preferred).
Responsibilities
- Respond promptly to customer support tickets in accordance with service level agreements.
- Troubleshoot support tickets by researching issues, replicating situations, and consulting internal resources.
- Manage investigations with banking partners, including coordinating correspondence and confirming information to ensure resolution.
- Facilitate successful customer onboarding by maintaining Master Administration functions and configuring system settings.
- Investigate locked wallets by reviewing transfer history and verifying transaction statuses.
- Monitor regulatory, compliance, and payments policies to ensure accurate support guidance.
- Identify trends in customer feedback to support platform development.
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