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Описание вакансии
Support Agent
Company
Cryptopay Limited
Conditions
4 hours agoJunior Anywhere Remote Full Time Customer Support Jobs by Cryptopay Limited
Skills
Faq Knowledge Base Customer Success Kpi Fintech Payment Instrument Trading Financial Services B2b Payments Data Analysis Customer Service Payment Confluence Written Communication Cryptocurrency
About the Role
You will provide information support to business customers, diagnose and resolve their issues, and explain complex technical and financial concepts in simple terms. You will maintain deep product knowledge, meet KPI targets, and collaborate with development and product teams to resolve complex cases. You will create feature requests and document customer pain points based on interactions. You will develop, maintain and proofread the knowledge base, FAQs and Help Center articles to ensure accuracy and consistency.
Requirements
- Minimum 1 year of experience in B2B customer service
- Experience in fintech, payments or the cryptocurrency industry is a strong plus
- Understanding of financial services, trading, cryptocurrency and payment instruments
- Strong written communication skills for customer chats and internal documentation (HelpCenter, Confluence)
- Analytical mindset and ability to work with support data to identify recurring issues
- Attention to detail when handling financial or transactional queries
- Ability to explain technical concepts in simple language
- Ability to quickly grasp complex topics and process large amounts of information
- Sense of ownership, responsibility, and strong teamwork and communication skills
- Fluency in English and Russian
Responsibilities
- Provide information support to business customers and find solutions
- Explain complex concepts in simple terms
- Maintain product expertise and meet KPI targets
- Collaborate with development and product teams to resolve complex customer issues
- Apply Customer Success principles
- Create feature requests and document customer pain points
- Develop and maintain knowledge base, FAQs and self-help resources
- Proofread and edit Help Center articles for consistency
Benefits
- Remote work
- Work schedule: 5 days per week with rotating days off (alternating morning and evening shifts)
- MacBook for work
- Flexible holiday schedule
- Quarterly performance-based bonus (at the end of probation)
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