L1 Support Specialist for Crypto Exchange

vor 2 Wochen

Zug, Zug, Schweiz Lykke Vollzeit

Company overview:

After founding OANDA, Richard Olsen went on to create Lykke in 2015 with the goal of staying at the forefront of emerging technologies that could be applied to financial markets. Lykke has various operations, including running a cryptocurrency exchange, providing software as a service products, and serving as a market-maker / liquidity provider on numerous trading platforms.

The role:

We are looking for a proactive and customer-focused L1 Support Specialist to join our team. As an integral part of Lykke, you will be responsible for delivering exceptional customer support, addressing inquiries, and resolving issues in a timely manner.

Tasks

Support part:

  • Ensure customer satisfaction and provide professional customer support: respond promptly to inquiries, acknowledge and resolve customer complaints, and escalate the issues if necessary
  • Keep records of customer interactions, transactions, feedback, and complaints
  • Prepare users' activity statistics reports
  • Gather and review information for Corporate Clients' onboarding
  • Update the Lykke Help center articles and Status page in case of maintenance or technical issues

Compliance part:

  • Review Proof of Funds documents and decide on a limit increase for the account
  • Review and resolve KYT cases

Finance part (through Lykke Exchange Back Office System):

  • Review and process FIAT deposits & high-volume withdrawals
  • Perform funds migration in case of a change in the user's account
Requirements
  • At least a Bachelor's Degree in Finance / Economics / Law / Business Administration or at least 2 years of experience in the financial sector
  • Full work proficiency in English, both written and verbal
  • Understanding of crypto / blockchain products and Defi space
  • Ability to multitask, prioritize based on urgency
  • Good self-management and responsibility for the result
  • Strong teamwork ethic whilst also having the ability to function without explicit direction, challenge yourself to learn new things and continually improve
  • Knowledge of SQL as a Plus
  • Zendesk or similar ticketing software experience
Benefits

We are offering an exciting opportunity for candidates who are eager to be part of the dynamic and expanding blockchain and cryptocurrency ecosystem.

At Lykke you will thrive in a friendly and positive growth-oriented environment, where remote work and flexible hours are not just accepted but encouraged. We foster a can-do and enterprising spirit throughout our organization.

If you are ready to contribute to a fast-growing company in an exciting industry that has a transformative impact on society, we encourage you to apply today

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