Customer Support Analyst – Social MediaExpired

Bittrex Global
 Bellevue, WA
  •  Remote
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Bittrex Global is one of the most secure trading platforms in the world. Built on Bittrex’s cutting-edge technology, Bittrex Global provides an institutional grade experience for professional and novice customers alike. The Company is headquartered near the financial center of Zurich, in the Principality of Liechtenstein.

About the job

Bittrex, the leading blockchain technology provider and cryptocurrency exchange, is hiring a Customer Support Analyst to lead our social media support team! We are seeking talented individuals that will help us push the boundaries of blockchain technology and drive innovation within the industry. If this sounds like you, we would love to have you join our rapidly growing team.

Bittrex considers social media a vital path for communication with customers. The Customer Support Analyst will head our social media support program and be responsible for creating processes and training materials that streamline support over social channels. The ideal individual is a good leader capable of developing and managing a program as well as evolving it to meet changing customer needs. Candidate will align with leadership on goals for the program, then independently (or with little oversight) deliver against those goals.

Target Hours: 9:30am – 6:00pm

 

Primary Job Responsibilities / Essential Functions:

  • Work alongside support leadership to develop the social media support program
  • Act as the main point of contact for partners
  • Employ existing workflows to respond professionally to customer concerns raised via social platforms
  • Develop new workflows and training materials for the team as business and customer needs evolve
  • Convey tone and messaging appropriate for social channels
  • Work both independently and with internal teams to resolve customer inquiries via social channels, as well as ticketing
  • Develop and track metrics related to our engagement including customer satisfaction
  • Other tasks as necessary

 

Basic Qualifications, Skills, And Abilities:

  • High School Diploma or equivalent
  • 3+ years of customer support experience with focus on Social Media Platforms
  • Prior experience with social media management tools
  • Solid working knowledge of the Microsoft Office Suite
  • Highly organized
  • Excellent written and verbal communication
  • Ability to quickly learn and apply customer support best practices
  • Flexibility to monitor/communicate in social channels during “off” hours if necessary
  • Technical aptitude for navigating customer support environment and work independently with little oversight
  • Able to adhere to deadlines
  • Excellent judgment and decision making while working with incomplete or imperfect information
  • Strong time management and prioritization skills

 

Preferred Candidates Will Also Have:

  • Prior customer support experience in Financial Services Industry
  • College degree in either communications/marketing or business/finance or equivalent job experience
  • Passion for engaging with customers

 

Physical Demands & Work Environment:

  • Must be able to sit for extended periods at a computer workstation
  • Reasonable accommodations can be made to enable people with disabilities to perform the described essential functions

Bittrex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

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