Analyst - Customer Support (0-1 yrs)
- Company Commerce Support is looking for a Support Analyst to help enhance customer satisfaction and drive operational excellence. As a Support Analyst, you will play a key role in resolving complex customer cases, updating knowledge resources and driving process improvements to support the onboarding and needs of merchants accepting cryptocurrency payments via Company Commerce.
- Responsible for providing support for Company customers by investigating, troubleshooting and resolving cases across multiple channels (voice, email, social and/or chat).
- Handle, prioritize and respond to Tier 3 issues, inquiries and escalations.
- Communicate with internal and external partners in an effective, tactical, and empathetic manner.
- Participate in an on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams.
- Document updates and changes to new and existing processes, training decks and flowcharts.
- Collaborate with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities.
- Train and mentor support analysts and vendor agent teams in onshore and offshore locations.
- 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.
- Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.
