Customer Support Analyst

3 days ago

Taguig, National Capital Region, Philippines Easy Payroll Global Full time $40,000 - $60,000 per year

Hiring for our Client | Recruitment managed by EPG

Location: Taguig City

Work Setup: 100% Onsite (Work from Office)

What you'll be doing:
  • Provide support to high-profile customers across phone, chat, and email by investigating, troubleshooting, and resolving issues.
  • Utilize all available resources to ensure efficient, high-standard service delivery.
  • Act as a trusted advisor—listen, empathize, and ensure customer voices are heard through accurate issue tracking and upstream solutions.
  • Take ownership of cases, apply critical thinking to identify root causes, and resolve issues on the first contact whenever possible.
  • Log and escalate defects appropriately when needed.
  • Educate and guide customers proactively to set clear expectations and add value.
  • Deliver best-in-class support by resolving cases end-to-end and collaborating with subject matter experts for urgent fixes.
  • Apply an investigative, data-driven mindset to resolve and prevent recurring customer issues.
  • Anticipate customer needs to reduce friction, simplify experiences, and build trust in the company.
  • Communicate clearly with internal and external partners to align solutions and drive results.
  • Continuously learn about the Client's products and the evolving crypto landscape to effectively guide customers in navigating the fast-paced world of digital assets.
What we're looking for:
  • At least 2–3 years of customer support experience in a contact center environment (chat and phone).
  • Background in finance, fintech, or banking.
  • Familiarity with cryptocurrency, blockchain, and Web3 concepts.
  • Excellent English communication skills with the ability to engage high-profile customers.
  • Experience in a Customer Success role is an advantage.

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