Customer Care Advisor
Core
Resolve customer inquiries and troubleshoot complex technical issues for a global financial platform, ensuring high integrity and stability in user experiences.
Role type
Senior Customer Care Advisor (Financial Services)
Builds
24/7 global support operations for digital assets, payment applications, and programmable blockchain infrastructure
Domain
Fintech, Digital Assets, Blockchain Infrastructure
Deliverable
client delivery
Required skills
troubleshooting complex technical issues, writing tailored communications, managing customer friction during live calls, validating escalation requests, documenting operational processes, triaging incidents, meeting Service Level Agreements
Preferred skills
data analytics for troubleshooting, familiarity with generative AI models and prompt development, experience in financial services or payments, multilingual skills
Technologies
Salesforce, Slack, Apple MacOS, GSuite
Responsibilities
Engage with customers to resolve issues via support tickets, craft well-written communications to help customers resolve issues, partner with internal stakeholders to diagnose and solve problems, handle customer calls for escalation requests, involve in Incident Management to triage and communicate customer impact, provide coverage through on-call shifts
Seniority
Mid-Senior, hands-on IC