glashauri

Customer Support Specialist

Customer Support Specialist with 5+ years of experience in live chat and email support within the iGaming, cryptocurrency, fintech, and on-demand service industries. Proven ability to handle high-volume inquiries, troubleshoot technical issues, and assist with payment processing. Skilled in Zendesk, Jira, CRM management, and ticketing systems, ensuring efficient issue resolution and high customer satisfaction. Strong problem-solving skills with a 98% CSAT rating, adept at SLA compliance, workflow optimization, and cross-functional collaboration. Passionate about blockchain technology and iGaming industry trends.

Experience: 5 years

Yearly salary: $26,000

Hourly rate: $10

Nationality: 🇬🇪 Georgia

Residency: 🇬🇪 Georgia

Experience

Customer Support Specialist

FSL Crypto

2023 - 2025

Managed customer inquiries through email ticketing, ensuring timely and professional responses. Processed and verified KYC applications, ensuring compliance with AML regulations. Assisted users with wallet transactions, including deposits, withdrawals, and troubleshooting failed transactions. Investigated and resolved customer disputes related to account security and unauthorized activities. Educated customers on blockchain security, transaction delays, and best practices for digital asset management. Collaborated with fraud prevention teams to identify and report suspicious activities.

Customer Support Specialist

Evolution Gaming

2020 - 2023

Delivered real-time support to players via live chat, resolving game-related and account issues. Monitored multiple chat dashboards to ensure quick response times and efficient issue resolution. Assisted users with technical troubleshooting, payment processing, and account verifications. Worked with operators to investigate escalated cases and provide efficient solutions. Maintained detailed records of customer interactions to improve service efficiency.

Customer Support Specialist

Teleperformance

2018 - 2020

Handled customer inquiries via live chat, email, and social media, ensuring fast and accurate resolutions. Used Zendesk and Jira to manage support tickets, meeting SLA compliance and quality standards. Provided empathetic and consultative support, enhancing customer satisfaction and retention. Collaborated with internal teams to optimize workflows and improve service efficiency. Assisted customers with technical troubleshooting and escalated complex issues when necessary.

Skills

blockchain

crypto

customer-support

defi

english

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