Technical Support Specialist

Job description:

As a Technical Specialist – Crypto Customer Support, you will guide clients through the setup and management of their crypto accounts, troubleshoot technical issues, and serve as their trusted point of contact, ensuring they feel supported and confident in using our digital-asset services.

• Respond to customer inquiries via email and chat; diagnose and resolve common issues such as transaction delays, failed deposits/withdrawals, and connectivity errors.
• Monitor transactions for suspicious activity, flag potential risks per internal policy and regulatory guidelines to the clients, and document all escalations in the CRM.
• Work closely with Product, Engineering, and Compliance teams to communicate customer pain points, validate feature releases, and ensure support readiness.
• Assist new clients with KYC/AML verification, wallet creation, API key generation, and integration with major crypto exchanges and custodial platforms....