Customer Support Analyst
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Tell me about your last or current position — what did you love and what didn’t you like?
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Agree or disagree, "Customers are always right." ? Please explain your answer.
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Why should we hire you?

The mission of this account is to create an open financial system for the world. This account Support helps our customers participate in this system. Our support team connects with our customers personally to resolve their issues. They are adept at identifying and communicating customer themes in clear and concise language. Our analysts ensure that customer feedback drives the product. They are great at identifying gaps in documentation and communication and proactively fill them. Our team members enjoy solving problems and shaping the way this account provides support.  

Responsibilities    

  • Manage, prioritize, and respond to inbound emails relating to this account and GDAX  
  • Identify common trend within support emails to preempt issues and bugs  
  • Monitor transactions occurring on the platform, identify fraudulent activity, and correct transfers when needed  
  • Collaborate with the Product Engineering team to identify which issues and bugs require immediate attention  
  • Exercise sound judgment when corresponding with customers  
  • Utilize email to communicate with customers  

Requirements  
You will have many of these attributes:    

  • Great with people  - - customer service/technical support experience a must  
  • Ability to empathize with and educate customers about digital currencies  
  • Self­motivated -- ability to work independently and remotely  
  • Excellent organizational and written communication skills  
  • Experience with supporting financial services or digital currency  
  • An advocacy for digital currency and a passion for building the digital currency community  
  • You crave the opportunity to master a subject and teach what you know  
  • Strong attention to detail  
  • Experience dealing with time-pressured situations and high-value accounts  
  • Problem solver -- you don't mind the occasional “rabbit hole”  
  • A sense of humor and a strong personality  
  • A sixth sense for avoiding social engineering attempts  
  • Willingness to work at least one weekend day per week  
  • BONUS: You are fluent in a foreign language other than English