Customer Support Analyst II - Davao
About the role
As a Customer Support Analyst II, you'll join a high performing team of passionate support professionals who know their performance is critical to our client achieving its mission. You will dedicate your time to assisting customers and teammates with inquiries, resolving issues, and ensuring a positive experience for our customers. You will serve as a bridge between the customers and the company, offering empathetic, knowledgeable, and efficient support.
Key responsibilities
Provide support for our client's customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customer issues
Use all available resources to ensure high standards are met and work is carried out in the most efficient manner
Listen and empathize so the customer knows they are valued and ensure their voices are heard through accurate issue tracking and upstream solutions
Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact, and where this is not possible, ensure all defects are logged appropriately
Seek opportunities to add value for customers through education, proactivity and clear expectation setting
Set a high bar for Customer Support Analysts within the organization by setting an example through performance and work ethic
About you
Minimum of 3-4 years of relevant experience in customer support and/or financial services, crypto, technology
Minimum of 1-2 years of experience in Level 2/escalation support
Typing/chat competency of at least 45 words per minute, with clear, accurate, and professional written responses
Experience with different channels of support, including voice, messaging, and email
Phenomenal communication skills in order to operate globally across multiple departments and stakeholders
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
Experience at crypto exchanges or in financial services, ideally in payments, trading operations support
Willing to work from the Manila Office
Shifting and weekend work is a requirement