Subject Matter Expert

3 weeks ago


Ho Chi Minh City, Vietnam Coinhako Full time

**ABOUT US**

Founded in 2014, Coinhako is a market-leading platform for access to Digital Assets like Bitcoin. Headquartered in Singapore, we specialize in on-and-off ramp services for digital assets with local currencies, and we are present in multiple countries across the Asia Pacific.

Coinhako platform was founded by Singaporean entrepreneurs in Silicon Valley, and we are backed by prominent investors such as Tim Draper, Josh Jones, as well as established venture capital firms such as Boost VC.

We are a group of people who have been inspired by how technology has changed the way people live, work and entertain in the last 2 decades. The boom will go too high, we believe, driven by the sharing economy, and it is Artificial Intelligence.

Our Customer Support Representative is responsible to deliver timely, accurate, and professional customer service to all customers. This position is mainly responsible for: receiving and resolving user inquiries and transaction-related matters, being a contact point between customers and other departments, analyzing and providing the best solutions, and following the escalation process to ensure problems get resolved and issues are addressed at the right level.

**KEY RESPONSIBILITIES**
- Identify and troubleshoot user issues that required escalation to the technical team.
- Troubleshooting, finding the right internal resource or point of contact (POC) for complex issues.
- Develop customer relationships that promote user retention and loyalty through identifying customers' needs and feedback.
- Optimize and streamline operations procedures to improve the process of resolution and key performance indicators.
- Use customer insight and root cause analysis to identify product improvements and present these to stakeholders.
- Provide customer support and resolve issues via ticketing and other online channels.
- Support other business units with regards to customers' requests and concerns Hands-on, training, and sharing knowledge between team members.
- Take up ad-hoc projects and tasks as required Make weekly, monthly, and quarterly reports regarding technical issues.
- Analyze the customer feedback collected by the employees/users and bring fresh perspectives to the table.

**REQUIREMENTS**
- Minimum 2-year experience in technical support, product support, or relevant job, preferably in the finance, blockchain, cryptocurrency, Fintech or E-commerce industry.
- Have a deep understanding of product knowledge and workflow.
- Strong analytical, problem-solving, and reporting skills.
- Strong written communication skills to fill gaps in deficiently documented areas.
- Willing to get your hands dirty, work under pressure, have strong communication skills, and exceed expectations.
- Strong sense of responsibility and teamwork spirit, able to adapt to non-office hours.
- Creative, witty, and always thinking out of the box.
- Good English communication and interpersonal skills, both written and verbal.

**ATTITUDE**
- Contribute to the team culture in a positive manner and customer-central mindset.
- Ability to work under pressure, strong communication skills, and exceeding expectations.
- Be proactive. Have a strong sense of service, adaptability to changes, and ability to deal with on-site problems.
- Able to deal with emergencies independently.
- Strong sense of responsibility.
- Emotional stability, with an enthusiastic and optimistic personality.
- Able to arouse the enthusiasm of team members.
- Positive about the crypto industry

**BENEFITS**
- Being an Engineer at CH Resource Vietnam, you will experience a youthful, flexible and
creative work environment
- MacBook or high-end laptop for working
- Attractive salary and annual salary review
- Working in a professional, friendly, well-equipped environment both with foreigners and
Vietnamese.
- Extensive on the job training, you will always have a chance to work with new emerging
technologies.
- Full social insurance, health insurance & unemployment insurance according to Vietnam
Labor Law.
- 13th-month salary.
- PVI Health Care.
- Enjoy diversified activities: Happy Friday, Monthly Team-building, Company trip, Play
Game (Board games), Play Sport (Football, Badminton...).


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