Analyst - Customer Support (0-1 yrs)
- Company Commerce Support is looking for a Support Analyst to help enhance customer satisfaction and drive operational excellence. As a Support Analyst, you will play a key role in resolving complex customer cases, updating knowledge resources and driving process improvements to support the onboarding and needs of merchants accepting cryptocurrency payments via Company Commerce.
- Responsible for providing support for Company customers by investigating, troubleshooting and resolving cases across multiple channels (voice, email, social and/or chat).
- Handle, prioritize and respond to Tier 3 issues, inquiries and escalations.
- Communicate with internal and external partners in an effective, tactical, and empathetic manner.
- Participate in an on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams.
- Document updates and changes to new and existing processes, training decks and flowcharts.
- Collaborate with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities.
- Train and mentor support analysts and vendor agent teams in onshore and offshore locations.
- Apply an in-depth understanding of metrics in order to analyze and report on trends, issues, and bugs.
- Provide insights, suggestions and feedback to managers and leads.
- Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
