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Customer Support Analyst – German new

Job Function: Customer Support Tier 2 (Tier 1 would be considered as well). Salary: 40,000-46,000€, plus performance bonus and equity rewards....

Title:Customer Support Analyst


Language:German


Job Function: Customer Support Tier 2 (Tier 1 would be considered as well)


Salary: 40,000-46,000€, plus performance bonus and equity rewards


Type: Full time – Perm


Location:Dublin

The opportunity:

We are looking for experienced Customer Support professionals, fluent in German with a background in Financial Services, Crypto or Tech.

You’ll be joining one of the fastest growing global Cryptocurrency companies, serving over 30 million accounts in more than 100 countries, and is based in Dublin.

Currently they are looking for highly motivated and energetic people to join their multinational team.

The successful candidates will be joining a high functioning multinational team of passionate support professionals and whose mission is to provide the highest level of customer support to the company’s customers.

We are recruiting for a number of roles across different operations domains including compliance, payments, fraud, account access, trust and safety, crypto, banking and formal complaints.


Responsibilities

  • Providing excellent Customer support to customers according to standards and policies.

  • Investigate, troubleshoot and resolve customer issues and deal with complaints across multiple channels (email, social and/or chat).

  • Have full ownership of the cases or pass them over to the next Tier if required.

  • Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations.

  • Work Cross-functionally with the Legal teams to investigate and respond to formal customer complaints.

  • Participate in an on-call rotation to handle queues and provide daily handovers to global operational teams.

  • Liaise with internal and external partners and internal support teams and vendors as required.

Requirements

  • 1-3 years of customer support experience dealing with Tier 1 and Tier 2 cases.

  • Experienced in providing Customer Support within the financial services, crypto or tech industries.

  • Excellent communication skills in both German and English.

  • Experience with different channels of support, including voice, e-mail, social and/or chat.

  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.

  • High technical aptitude and ability to prioritize tasks and work under pressure.

  • Experience with compliance, payments, fraud, account access, trust and safety, or other relevant operational domains would be desirable.

  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud would be desirable.


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