Customer Service Representative
Customer CareFull TimeNoida, India
About RockWallet
Rock Solid. Rock Confident.
RockWallet is a financial technology company made up of people who think differently about how digital assets can be managed, accessed, and used.
At RockWallet, our vision is for anyone to be able to access and thrive in the digital economy. It's our mission to help you make the most of the opportunities available by building products that empower people to navigate digital asset usage easily, securely, and with confidence. Our self-custodial, multicurrency wallet puts you in charge of your digital assets. RockWallet's app makes it quick and easy to buy, use, store, and swap top cryptocurrencies, all in one place, on your mobile. RockWallet is registered with FinCEN as a Money Service Business. Find out more here at www.rockwallet.com.
Want to join us?
As a Customer Support Representative at RockWallet, your role is pivotal in providing proactive and reactive customer support. Your primary goal is to ensure customers have an outstanding experience with our products, from initial education to troubleshooting. This role demands a keen focus on managing daily support activities, handling incoming inquiries, initiating customer outreach, and diligently following up on issues until resolution.
This is a full-time position with a preference for candidates based in Noida, India; available to work on-call shifts, as required.
If you are a Fintech / Crypto / Digital Asset enthusiast, who thrives in a fast-paced, collaborative environment, and is ready to take on a high-impact role, we would love to hear from you.
Reporting to the Customer Support Manager, the Customer Support Representative will be responsible for the following duties and obligations:
Responsibilities
· Promptly address customer inquiries through chat, email, and social media, prioritizing customer satisfaction in every interaction.
· Offer comprehensive support by answering questions, providing information, troubleshooting issues, and escalating concerns as necessary.
· Educate customers about RockWallet’s features and functionalities, utilizing FAQs, resources, and hands-on problem-solving to enhance user understanding and resolve issues.
· Proactively monitor and identify potential issues that could impact customer experiences, taking preemptive action to address concerns before they escalate.
· Continually enhance our self-service knowledge base and internal support tools by identifying opportunities to expand our FAQs.
· Collaborate with various teams to categorize and escalate bugs, ensuring they are assigned to the appropriate team for quick resolution, and provide assistance in troubleshooting when required.
· Ensure diligent follow-up on all open customer issues, maintaining clear communication and customer satisfaction throughout the process.
· Accurately and promptly document all customer interactions in our ticketing system, detailing inquiries, actions taken, and resolutions.
· Act as a customer advocate within the company, providing feedback on product usability, participating in beta testing, and ensuring customer perspectives are considered in new feature releases.
· Conduct performance testing as needed to guarantee our application delivers a competitive and desired customer experience.
· Undertake additional responsibilities as required, including participating in internal projects and special initiatives.
Job Qualifications
· A naturally proactive, friendly, and customer-oriented demeanour.
· Responsive, diligent, resilient, and tenacious in approach.
· Comfortable and proficient with social media platforms, especially X.
· Prior experience with HubSpot and Jira is beneficial but not mandatory.
· Minimum educational requirement: High school diploma or equivalent.
· Minimum 2-3 years of experience in a customer-centric role.
· Knowledge of cryptocurrency and experience with crypto wallets/exchanges is highly desirable.
Skills
· Exceptional verbal and written communication capabilities in English.
· Strong service orientation with a focus on customer needs.
· Skilled in critical thinking and problem-solving.
· Proficient in active listening and committed to continuous improvement.
Availability
· Position based in Noida, India.
· 40-hour work week with a requirement for on-call shifts as necessary.
· Participation in a shift-based rotation to ensure 24/7 coverage.
Benefits
· Benefits
· A competitive salary
· Diverse and dynamic work environment
· Support for career development
We thank all interested applicants, however, only those under consideration will be contacted. RockWallet, LLC is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.