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Commerce Support Analyst Job

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Actively hiring

Commerce Support Analyst

Navvyasa Consulting

Hyderabad

Start date

Starts Immediately

CTC (ANNUAL)

₹ 3,50,000 - 4,50,000 ₹ 3,50,000 - 4,50,000 /year

Experience

1-2 years

1-2 years experience

Apply By

23 Apr' 24

Posted 3 weeks ago

Job

65 applicants

About the job

Key responsibilities:

1. Responsible for providing support for Coinbase customers by investigating, troubleshooting, and resolving cases across multiple channels (voice, email, social, and/or chat)
2. Handle, prioritize, and respond to Tier 3 issues, inquiries, and escalations
3. Communicate with internal and external partners in an effective, tactical, and empathetic manner
4. Participate in an on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams
5. Document updates and changes to new and existing processes, training decks, and flowcharts
6. Collaborate with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities
7. Train and mentor support analysts and vendor agent teams in onshore and offshore locations
8. Apply an in-depth understanding of metrics to analyze and report on trends, issues, and bugs
9. Provide insights, suggestions, and feedback to managers and leads
10. Occasionally travel to onshore and offshore locations to train new analysts and vendor agents

Skill(s) required

Effective Communication

Earn certifications in these skills

Learn Business Communication

Who can apply

1. Candidates with minimum 1 years of experience.

Other requirements

Job requirements:

Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base

Must work in a defined shift, as required by the business

Minimum of 2 years of relevant experience in customer experience/customer support in a technology company

Experience with crypto, NFT, or other relevant operational domains

Experience with different channels of support, including voice, e-mail, social, and/or chat

Phenomenal communication skills to operate globally across multiple departments and stakeholders

Flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization

Travel requirements of up to 20% to Coinbase offices and vendor locations (depending on business need)

Must be able to read, write, and speak in English

Familiarity with blockchain and cryptocurrency

Strong decision-making skills and an eye for detail

Ability to leverage data to guide decision-making and influence stakeholders

Highly flexible and adaptable to meet the evolving needs of a high-growth, fast-paced organization

Salary

Annual CTC: ₹ 3,50,000 - 4,50,000 /year

Number of openings

About Navvyasa Consulting

Website

A team of experience HR professionals passionate about helping businesses achieve their goals by providing comprehensive HR solutions. Our HR consulting firm is focused on serving small and medium-sized businesses across various industries.

Activity on Internshala

Hiring since July 2023

13 opportunities posted