Customer Support Representative

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. RockWallet is registered with FinCEN as a Money Service Business.
The Customer Support Representative provides proactive and reactive Customer support, including product education and troubleshooting, while ensuring a positive Customer experience. Responsibilities include all facets of day-to-day support execution from handling inbound inquiries to proactive Customer outreach, opening/escalating tickets, and follow-up until resolution. The ability to execute is critical in this fast-paced and dynamic environment.
This is a full-time position based in Noida, India; availability to work in the office and 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 Team Lead, the Customer Support Representative will be responsible for the following duties and obligations:
**Responsibilities**:

- Support customers by answering questions, providing helpful information and resources, troubleshooting, and reporting issues
- Educate customers on RockWallet’s features and functionalities, share FAQs and resources, test/troubleshoot customer issues, and work to resolve
- Proactively monitor, identify, and investigate issues that impact the customer experience and ensure preemptive outreach to resolve before the customer(s) contact us
- Always on the lookout for opportunities to add to our FAQs, enhancing our self-serve knowledge base and internal support tools
- Work across teams to triage/escalate bugs, ensuring appropriate team assignment, and prioritization, and assisting with troubleshooting where required
- Consistently follow up on open tickets with Customers and internal team(s) until resolution, keeping customers informed and satisfied throughout the process
- Maintain accurate and timely records of all interactions in ticketing systems, including inquiry details, categorization, prioritization, actions taken, and final resolution
- Be the voice of the customer internally, triaging product feedback and actively participating in beta testing bug-fixes and new features/functionalities prior to release
- Perform other related duties as needed, including supporting internal projects and special initiatives

**Qualifications**:

- 2-3 years of experience in a customer-facing role.
- High school diploma or equivalent.
- Familiarity with crypto, crypto wallets/exchanges.
- Social media savvy, comfortable with Twitter.
- Experience with HubSpot and Jira preferred but not required.
- Excellent written and verbal communication skills, with an ability to adapt to various communication styles
- Experience in driving customer satisfaction and meeting or exceeding performance standards
- Highly service-oriented and Customer-focused aptitude.
- Critical thinking and problem-solving skills.
- Active listening and commitment to continuous improvement.
- A strong team player, a self-starter who thrives in a fast-paced, high-growth, and scaled-up environment.
- A proactive, friendly, helpful demeanor.
- Responsive, diligent, resilient, and persistent.
- A passion and a willingness to learn new information quickly, with high attention to detail.

How to Apply
Please submit your resume in the preferred.PDF file not in.DOC.
We thank all interested applicants, however, only those under consideration will be contacted.