The role of the Customer Support Specialist is to assist our users during the allocated time zone via a number of channels - including but not limited to - our CRM (Zendesk), the BitMEX Trollbox, Discord, Reddit and Telegram.
You will be required to continuously identify and evaluate customer needs in order to achieve the highest quality of customer satisfaction. You will be expected to monitor the community for any emerging issues and bring forward any feedback or proposals you come across.
This position is ideal for somebody who would enjoy being the face of the company, helping people and establishing/maintaining strong relationships with our customers.
About the Customer Support Team
We are a young, passionate and fast growing team with members all over the world delivering a 24/7/365 industry leading support experience. We are proud to work for BitMEX and of the standard we have set and hold ourselves to. We enjoy working together and helping each other to grow. There is a high level of independence involved in the role, but we are interdependent on each other in the sense that many hands make light work and we are all responsible for upholding the high standard that has been set and raising it even higher into the future.
* Please note this position will require occasional weekend work.
> Visa Sponsorship is not available.
> Working hours are within North America time zone.
Respond to customer queries in a timely manner with the utmost professionalism and in accordance with company policies/guidelines
Monitor the BitMEX Trollbox, Telegram and other channels as required
Perform document checks as per standard procedures
Escalate enquiries when necessary
Work closely with various internal partners (including Founders, Engineers, Sales, Marketing, Control teams, IT) in different regions (Asia, Europe, America) when necessary
Assist in updating FAQ/Solutions documentation
Constantly look for ways to improve our customer service
Must be proficient in English and Korean
Must have trading experience
Attention to detail with excellent communication skills and patience
Ability to troubleshoot and discover answers quickly and effectively
Enjoy helping people and being patient with customers
Capable of working under pressure
Cooperative with strong team spirit and a willingness to motivate your other colleagues on the Customer Support Team
We'd love to see
Proficiency in another language is optional
Experience and knowledge of cryptocoins, Blockchain and trading
Technical background/understanding of the BitMEX API is a major plus
Available for immediate hire preferred
Previous experience in solving customer inquiries.
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