Customer Support 30

Job Description for L1 (Temp Contractor) Customer Service Analyst role: Location: Hyderabad India As a Customer Service Analyst youll join a high performing team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. The primary role of the customer service analyst is to interact with customers to address their concerns answer their questions and assist them with their needs. At Coinbase we have a high hiring bar and were determined to create a productive progressive inclusive place to work. What youll be doing (ie. job duties): Responsible for providing support for Coinbase customers on Messaging 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. Be a trusted advisor listen and empathize so the customer knows they are valued. Ensure customer 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. 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 Service Analysts within the organization by setting an example through performance and work ethic. What we look for in you (ie. job requirements): Minimum 2 years of relevant experience in customer support and/or financial services crypto technology. Motivated by Coinbases mission and creating a flawless support experience for our global customer base. Flexible shift and weekend work is a requirement. Experience with different channels of support including voice messaging and email. Flexible and adaptable to meeting the evolving needs of a highgrowth and fast paced organization Phenomenal communication skills (written & verbal) in order to operate globally across multiple departments and stakeholders. Bachelors degree or equivalent Willing to completely work from Office.

Nice to haves

Experience with compliance payments fraud account access trust and safety or other relevant operational domains.

Advanced understanding of Google apps JIRA Salesforce Service Cloud.

Experience working and partnering with internal stakeholders.

Education Graduation