Job Summary
The Customer Support Specialist will be the primary point of contact for our users, providing exceptional, timely, and accurate support regarding our cryptocurrency platform, products, and services. This role is crucial for maintaining user trust and satisfaction within a fast-paced, 24/7 environment. The specialist must possess a deep understanding of the crypto industry, including blockchain technology, trading fundamentals, and common user inquiries related to digital assets.
Key Responsibilities
User Support & Issue Resolution
- Provide 24/7 support across multiple channels (e.g., live chat, email, ticketing system, sometimes social media) on a rotating shift basis.
- Address and resolve a wide range of customer inquiries, including account registration, verification (KYC/AML), deposits, withdrawals, trading execution, security issues, and general product features.
- Troubleshoot technical issues related to the platform, mobile applications, and blockchain transactions.
- Escalate complex issues to Tier 2 support, engineering, or compliance teams following established protocols and ensure the loop is closed with the user.
- Maintain a consistently high level of professionalism, empathy, and clarity in all customer interactions.
Knowledge Management & Process Improvement
- Document, categorize, and track all support interactions accurately within the CRM/ticketing system.
- Contribute to the creation and maintenance of internal knowledge base articles, FAQs, and help center content to improve self-service options.
- Identify recurring customer issues and trends, providing actionable feedback to product, operations, and development teams to prevent future issues.
- Stay up-to-date with the latest product updates, platform features, regulatory changes, and broader cryptocurrency market developments.
Compliance & Security
- Strictly adhere to company policies, security procedures, and compliance requirements (e.g., data privacy, KYC/AML guidelines) when handling sensitive user information.
- Assist users with necessary security steps, such as two-factor authentication setup and password resets, while safeguarding user assets and information.
Qualifications
Education & Experience
- Bachelor's degree or equivalent practical experience.
- Minimum of 1-2 years of experience in a customer-facing support role, preferably in a high-volume environment.
- Demonstrable experience or strong personal interest/familiarity with the Cryptocurrency or FinTech industry is mandatory.
Skills & Knowledge
- Excellent written and verbal communication skills in Bahasa Indonesia and English (mandatory for international user base).
- Proficiency and deep understanding of cryptocurrency fundamentals (e.g., wallets, blockchain, transaction confirmations, typical crypto scams/risks).
- Proven ability to work effectively under pressure and manage high volumes of inquiries while maintaining quality.
- Strong analytical and problem-solving skills, with the ability to quickly diagnose and resolve technical and non-technical issues.
- Experience using CRM and ticketing systems (e.g., Zendesk, Freshdesk, Intercom).
- Flexibility to work rotating shifts, including nights, weekends, and holidays, to ensure 24/7 coverage.
Preferred Attributes
- Prior experience with KYC/AML processes in a financial or crypto institution.
- Experience with technical support or troubleshooting software/web applications.
Working Conditions
- This is a full-time position requiring rotating shifts (24/7 coverage).
- Requires the ability to sit for extended periods and focus on computer-based tasks.
