Support Agent

What you’ll be doing 

As a Support Agent, you will play a crucial role in ensuring seamless customer experiences and resolving technical and operational issues related to our banking platform, with a particular emphasis on cryptocurrency transactions. The work will be done through various of support channles and in association with the CRM for recording.  

You will be responsible for… 

• Provide first-line technical support to customers via various channels including inmail tickets, online chat, Emails, and phone.  

• Troubleshoot and resolve customer inquiries and technical issues related to banking services, cryptocurrency transactions, and digital wallets.  

• Collaborate with internal teams such as compliance, Sales, R&D and Operations to escalate and resolve complex technical issues in a timely manner.  

• Proactively monitor and analyze system performance and customer feedback to identify potential issues and areas for improvement.  

• Develop and maintain comprehensive knowledge of our banking products, cryptocurrency integrations, and industry regulations.  

• Document support processes, technical solutions, and customer interactions to facilitate knowledge sharing and continuous improvement.  

• Assist in the testing and implementation of new features, updates, and integrations related to cryptocurrency services.  

• Stay updated on emerging technologies, industry trends, and best practices related to cryptocurrency and digital banking.  

What skills & experience you’ll bring to us 

• Bachelor’s degree in Finance, Management, Information Technology, or related field.  

• Proven experience in operational support role, preferably within the banking or fintech industry.  

• Familiarity with banking and regulation e.g. KYC, client risk management, account opening, etc.  

• Understanding of cryptocurrency concepts, blockchain technology, and digital wallets.  

• Proficiency in troubleshooting  issues and providing effective solutions to customers.  

• Excellent communication skills with the ability to convey complex technical information to non-technical users.  

• Experience with customer relationship management (CRM) systems and support ticketing platforms, such as: ZenDesk, Zoho, Salesforce and etc.  

• Ability to work independently and collaborate effectively within a team-oriented environment.  

• Fluent English + French OR Fluent English + Spanish 

• Additional languages such as French, German, Arabic or Spanish – Advantage.  

What you need to know 

• Location- Bucharest, Romania. 

• 9-18, Monday- Friday. (Hybrid position. 2 days remote) 

• Working in shifts (All week).