Support Specialist

Wallex is a FinTech company providing a secure cryptocurrency exchange platform and digital asset payment solutions.

With a vision to become a leading global FinTech enterprise, Wallex is recognized as one of the largest cryptocurrency exchange platforms in Iran, supporting the online trading of over 130 cryptocurrencies.

We are seeking a Customer Support Specialist to deliver a professional and high-quality support experience, respond effectively to user inquiries, and contribute to improving overall customer satisfaction.

Responsibilities:

• Respond to user inquiries and requests through all communication channels, including phone calls, live chat, support tickets, and other channels.
• Review and process user identity verification requests in accordance with internal guidelines.
• Accurately record and document all user interactions and requests in the CRM system.
• Make outbound calls to follow up on user requests and provide customer support.
• Investigate, analyze, and resolve user issues, ensuring proper follow-up through resolution.
• Collaborate closely with other teams and projects to deliver the best possible customer experience.
• Provide practical suggestions to improve processes, service quality, and Support team performance.
• Perform other duties assigned by the Support Team Lead or Supervisor.

Requirements:

• Familiarity with Microsoft Word and Microsoft Excel.
• Basic knowledge of the cryptocurrency market and its fundamental concepts.
• Strong writing skills and the ability to communicate effectively in writing.
• Good verbal communication and interpersonal skills, with the ability to interact effectively with users.
• Ability to analyze issues and provide appropriate solutions.
• Familiarity with customer service principles and delivering high-quality support.
• Strong attention to detail and a high sense of responsibility.
• Strong teamwork skills and the ability to collaborate effectively with other team members.
• Flexibility and the ability to handle different situations effectively.

Working Hours:

• Morning Shift: 8:00 AM – 4:00 PM, on-site
• Evening Shift: 4:00 PM – 12:00 AM, on-site for the first month

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