About the Role
Title: Customer Support Associate (Remote)
Location: National Capital Region
nXscale provides flexible outsourcing solutions for startups and scaleups. We partner with global companies to help them build teams and scale operations.
A crypto market platform that is based in South East Asia with the mission to democratize the access of crypto data and empower users with actionable insights is looking for Customer Support Associate that goes above and beyond in ensuring content and information displayed on the platform is up-to-date and responding to user s questions on general usage of our site. We are looking for someone who is experienced in data-entry, with high attention to detail and possesses excellent communication skills.
Responsibilities
- Provide amazing and personalized experience to each user query.
- Effectively diagnose and resolve user concerns and issues through dedicated CRM channels.
- Professionally handle a high volume of inquiries from customers and users.
- Analyze and collate customer and user feedback and relay them to cross-functional teams.
- Work closely with team members to solve customer and user issues.
- Work with team members to ensure all information displayed on crypto platform is up-to-date.
- Proactively identify and escalate possible issues to superiors and communicate to all parties on updates where necessary.
Qualification
- 3-4 years experience in customer support roles.
- Excellent command of English with great communication skills.
- Solid knowledge in using CRM and automation tools (e.g. FreshDesk & Google Forms/Sheets).
- Possess strong analytical skills with a good eye for detail.
- A team player that is also able to work independently with minimal supervision.
- Proactive in coming up with ideas and solutions that will improve user experience.
- Possess excellent understanding and passion in Web3 and DeFi.
- Solid knowledge in using blockchain analytic tools (e.g. TokenSniffer, Dextools & Etherscan etc.)
- Has personal or professional background/experience in crypto.
- Preferably experienced in a start-up environment.
- Experience and understanding of API is a plus