Customer Support Specialist (Crypto Exchange, English)

WhiteBIT is a global fintech company with a team of over 1,100 professionals. As a cryptocurrency exchange serving more than 5 million users worldwide, we are committed to delivering top-tier services through an intuitive interface and a robust set of analytical tools. 
By partnering with cryptocurrency projects globally, our mission is to promote the widespread adoption of blockchain technology, guided by the principles of security, expertise, and innovation.

We are looking for a Customer Support Specialist!

Requirements:

— Understanding of APIs (REST, WebSocket) and basic integration principles.
— Ability to perform basic operations with APIs: sending requests, using tools (e.g., Postman), and reading logs.
— Basic knowledge of HTTP protocol, response codes (2xx, 4xx, 5xx).
— Ability to read and comprehend API documentation and explain API endpoints to customers.
— Excellent communication skills and the ability to explain complex technical topics in a simple way.
The candidate should be ready to quickly learn and enhance their API skills.

Responsibilities:

Client High-Quality Support:
— Working with profile-specific clients, providing prompt and high-quality assistance.
— Resolving user requests through messengers (e.g., Telegram) and other communication channels.
— Escalate complex technical issues to relevant teams.
— Explain how to work with API keys, authentication, rate limits, and key API methods (WebSocket, REST).

Reporting and Analytics:
— Maintaining regular reports on completed work and achieved results.
— Analyzing user requests and offering suggestions for process improvements.

KPI Achievement:
— Meeting established efficiency and quality performance indicators.

Product Knowledge:
— Regularly studying the functionality of the company's products.
— Responding quickly to changes and new developments.
— Test basic API methods to understand potential errors and provide effective solutions to customers.

Team Collaboration:
— Interacting with colleagues and assisting in resolving issues within the scope of competence.
— Actively participating in achieving departmental goals and fostering team spirit.

Tools and Communication:
— Utilizing Slack, Confluence, and Jira for interaction with other departments.
— Ensuring effective communication and collaboration.

Proactivity:
— Demonstrating interest and engagement in resolving user requests.
— Proposing ideas to improve department operations and support processes.

The specialist should pay attention to detail, be eager to learn, and aim to deliver an exceptional client experience.

Job conditions:
— Our own product;
— Paid training (3 months) with a mentor;
— Real career growth;
— Loyal and progressive management;
— Legal and accounting support;
— Paid vacation and sick days;

Schedule: 
1st-2nd month with a fixed schedule: 10:00–18:00 Mon–Fri.
Starting from the 2nd-3rd month: 08:00–16:00 Mon–Fri, days off: Sat–Sun (time zone of Ukraine).
оr 14:00-22:00 Mon-Fri, days off: Sat-San (time zone of Ukraine).

We provide challenging tasks that offer continuous growth opportunities for everyone. We've consistently embraced development and the advancement of our colleagues, ensuring work is always engaging. Our team is prepared to offer support, share expertise, and lend a helping hand when needed.