BitMEX is the world’s leading cryptocurrency derivatives trading platform, which has pioneered cryptocurrency trading through relentless commitment to change, and continues to set benchmarks for innovation, liquidity, and security today.
As the world's most advanced peer-to-peer crypto-products trading platform and API, BitMEX gives knowledge, confidence, and precision to hundreds of thousands of traders, transacting billions of USD a day.
About BitMEX
BitMEX was one of the first crypto exchanges for derivatives. It exists to provide institutional and professional traders with a platform that caters to their needs.
BitMEX created the Perpetual Swap, the most popular crypto trading product in history. It is the only major global exchange that continues to create new cryptocurrency derivative products, most recently, the ETH Staking Swap.
On BitMEX, users can trade cryptocurrency derivatives on a professional trading platform that provides low latency, deep liquidity and constant availability. Since 2014, no cryptocurrency has been lost through intrusion or hacking, allowing BitMEX users to trade safely knowing that their funds are secure. Spot trading is also supported, as well as the purchase and conversion of cryptocurrency - BitMEX supports 45+ derivatives contracts, 11 pairs for spot trading and the ability for users to convert 30+ cryptocurrencies.
We are looking for individuals who are determined, responsible and collaborative to join BitMEX as we continue to build a thriving cryptocurrency ecosystem. We value attention to detail, speed and simplicity. As a global business operating a 24/7 exchange, we seek out those who are adaptable and can work across markets and time zones.
For more information on BitMEX, company initiatives and our products, please visit the BitMEX Blog or www.bitmex.com, and follow LinkedIn, Discord, Telegram and Twitter.
Overview
The role of the Customer Support Specialist is to assist our users during the Asian time zone via a number of channels - including but not limited to - our CRM (Zendesk), the BitMEX Trollbox, Discord, Reddit and Telegram.
You will be required to continuously identify and evaluate customer needs in order to achieve the highest quality of customer satisfaction. You will be expected to monitor the community for any emerging issues and bring forward any feedback or proposals you come across.
This position is ideal for somebody who would enjoy being the face of the company, helping people and establishing/maintaining strong relationships with our customers.
* This position may require occasional weekend work.
About the Customer Support Team
We are a young, passionate and fast-growing team with members all over the world delivering a 24/7/365 industry-leading support experience. We are proud to work for BitMEX and of the standard we have set and hold ourselves to. We enjoy working together and helping each other to grow. There is a high level of independence involved in the role, but we are interdependent on each other in the sense that many hands make light work and we are all responsible for upholding the high standard that has been set and raising it even higher into the future.
Responsibilities
- Respond to customer queries in a timely manner with the utmost professionalism and in accordance with company policies/guidelines
- Monitor the BitMEX Trollbox, Discord, Telegram and other channels as required
- Perform document checks as per standard procedures
- Escalate enquiries when necessary
- Work closely with various internal partners (including Founders, Engineers, Sales, Marketing, Control teams, IT) in different regions (Asia, Europe, Americas) when necessary
- Assist in contributing to our FAQ/Solutions documentation
- Constantly look for ways to improve our customer service
Qualifications
- Must be proficient in English and Russian
- Must have trading experience
- Experience resolving customer inquiries and providing a basic level of technical support
- Ability to compute simple calculations on financial products
- Experience or knowledge of cryptocurrency, blockchain or trading would be a plus
- Attention to detail with excellent communication skills and patience
- Ability to troubleshoot and discover answers quickly and effectively
- Enjoy helping people and being patient with customers
- Capable of working under pressure
- Cooperative with strong team spirit and a willingness to motivate your other colleagues on the Customer Support Team
Nice to Have
- Technical background and/or understanding of the BitMEX API
- Strong mathematical skills
- Available for immediate hire preferred
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Join us, as we build a thriving cryptocurrency ecosystem through strategic investments in emerging cryptocurrency technology, and create the future of digital financial services.
