Live Phone Support Contractor

You will handle high-volume inbound phone support, resolve cryptocurrency transaction and account access issues, and assist customers with platform navigation. You must maintain average handle time targets, aim for first call resolution, document all interactions in the CRM, track common call drivers, escalate complex issues, and use blockchain explorers and transaction tracking tools. You are expected to maintain a professional home office with reliable internet, a noise-canceling headset, and camera availability for meetings and training.

Responsibilities

• Handle 25-40 inbound customer support calls per day with professionalism and efficiency
• Resolve customer issues related to cryptocurrency transactions, account access, and platform navigation in real-time
• Maintain average handle time under 12 minutes while ensuring quality resolution
• Achieve first call resolution rate of 55% or higher
• Document all customer interactions accurately in CRM during and after calls
• Track and report common call drivers to identify process improvement opportunities
• Meet daily call volume targets and quality assurance standards
• Escalate complex issues while maintaining customer communication throughout resolution
• Use blockchain explorers and transaction tracking tools to investigate transactions
• Participate in video meetings and training with camera on and appropriate virtual background

Requirements

• Minimum of 2 years of phone-based customer support experience in technology and/or financial services environment
• Proven track record of meeting call center KPIs (volume, AHT, FCR, CSAT)
• Experience handling complex technical troubleshooting via phone
• Fluent written and spoken English
• Clear professional verbal communication skills with ability to explain complex concepts simply
• Active listening skills with the ability to quickly understand and resolve customer issues
• Self-starter with the ability to work autonomously
• Proficient in multitasking and navigating multiple systems while maintaining conversation flow
• Strong stress management and time management skills in a high-volume environment
• Knowledge of Bitcoin and other cryptocurrencies
• Proficient in using blockchain explorers and transaction tracking tools
• Experience with Customer Support CRMs and call center software
• Competence in using G-Suite (Gmail, Google Docs, Sheets)
• Reliable high-speed internet (minimum 25 Mbps)
• Professional home office setup with noise-canceling headset
• Backup power/internet solution for business continuity
• Professional appearance and mandatory camera use during all video meetings and training sessions