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Technical Support Specialist
about 2 months ago | 352 views | 29 applications

Technical Support Specialist

Per year
$59,000 To $100,000

About the company

Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services. Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.

Job Summary

What you'll do

📍 Provide quality customer experience by providing excellent responses and assistance regarding their technical concerns. 📍Monitor and analyze customer issues and concerns to implement strategies towards improving overall customer experience 📍Meet individual and team KPIs and metrics. 📍Cooperate and strategize to achieve team targets 📍Replicate and investigate technical bugs to arrive at timely and smart solutions for customers 📍Anticipate customer needs while testing new products and services 📍Be the first line of defense in ensuring the consumer protection guidelines are adhered to. 📍Maintain a culture of compliance and security to ensure BSP rules and regulations are followed in every customer interaction. 📍Work closely with the development and product teams in improving the product and providing solutions for positive customer experience. 📍Monitor performance of internal systems and coordinate with service providers when technical issues are encountered 📍Act as the first line of support for walk-in customers.

What we expect from you

📍Preferably with a Bachelor's degree in Computer Science or related technical discipline. 📍Excellent English communication skills in both verbal and written form 📍Strong analytical skills and advanced knowledge in Google Suite programs 📍Self-motivated and highly-focused without needing close supervision 📍Extremely organized and able to present thought and plans in a manner understood by stakeholders 📍Data-driven and relies on factual information to make decisions 📍Trustworthy and able to protect confidential information of both the company and its clients. 📍Strong attention to detail and ability to accurately process document validation 📍Flexible and able to adapt to a fast-paced environment

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