Customer Support Analyst

Job Description

Job Title: Customer Support Analyst

Duration: 12 Months +

Location: Hyderabad

On site

Skills: COMMUNITY ENGAGEMENT, CUSTOMER, SUPPORT, FINANCIAL SERVICES, BLOCKCHAIN,CRYPTOCURRENCY

• Responsible for providing support to users of Base, an Ethereum Layer 2, by investigating, troubleshooting and resolving cases via online social channels.
• Moderate online social channels such as Discord and Telegram.
• Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
• Communicate with internal and external partners in an effective, tactical, and empathetic manner.
• Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure customer voices are heard through accurate issue tracking and upstream solutions.
• Apply an in-depth understanding of metrics in order to analyze and report on trends, issues, and bugs.
• Provide insights, suggestions and feedback to managers and leads.
• 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 Commerce support Analysts within the organization by setting an example through performance and work ethic.

Skills:

• Minimum 2 years of relevant experience in customer support and/or financial services, crypto, technology.
• Motivated by Coinbase's mission and creating a flawless support experience for our global customer base.
• Shift and weekend work is a requirement.
• Strong decision-making skills and eye for detail
• Familiarity with blockchain and cryptocurrency
• Understanding of online social channel moderation in applications such as Discord and Telegram.
• Experience with different channels of support including voice, messaging and email.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
• Phenomenal communication skills (written & verbal) in order to operate globally across multiple departments and stakeholders.
• Bachelor's degree or equivalent
• Ability to leverage data to guide decision making and influence stakeholders
• Travel to the office for work as required.

Education:

• Experience with handling merchant accounts, compliance, payments, fraud, account access, trust and safety, or other relevant operational domains.
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
• Experience working and partnering with internal stakeholders.