Help Desk Specialist (Cryptofinance)

It started with one Ridiculously Good idea—create a different breed of BPO! At TaskUs, we understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. If that's something you want to be a part of, apply today! 

What does a Help Desk Specialist really do?

Imagine yourself going to work with one thing in your mind: to provide the best customer experience to your clients.

Think of yourself as someone who will provide world-class service to customers of the leading self-custodial wallet in the market (MetaMask), in an accurate, efficient, and respectful manner as measured by different performance metrics. 

Roles and responsibilities:

• Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction;

• Research and provide accurate and timely responses to inquiries coming through chat;

• Navigate internal and external documentation and resources to provide world-class service;

• Identify and escalate priority or unresolved issues to appropriate internal teams;

• Document all customer interaction information according to standard operating procedures;

• Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues;

• Strive for high-standard customer satisfaction and experience and ensure that all interactions are handled professionally based on the quality guidelines set by the client;

• Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service;

• Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere;

• Participate in all mandated internal and external training and/or seminars; and

• Get to know, understand, and comply with TaskUs’ policies and procedures.

Technical skills and qualifications:

• Fluent in English, both written and spoken 

• Available to work 8 AM - 4 PM, Thursday - Monday (1 hour of break during every work day, additional compensation provided for Sunday shifts)

• Computer literate and proficient in the use of Windows OS, Apple OS, Microsoft Office, and Google applications

• Basic understanding of the cryptocurrency market and terminology

Soft skills:

• Problem-solving and critical-thinking skills

• Great communication skills, written and oral

• Must be adaptable and flexible, demonstrating abilities to work with process and information changes

• Empathic toward customers and can maintain a customer-centric approach 

• Team player: acts as a key participant within the internal team and broader company by taking part in department initiatives, providing feedback/updates, promoting collaborative solutions, and supporting colleagues/departments 

• Open to feedback, eager to learn, and can show improvement

Personality traits required:

• Resilient, calm, and professional when dealing with challenging situations

• Adaptable to a dynamically changing business 

• Trustworthy and reliable with a high level of integrity

• Resourceful, high attention to detail, and the ability to multitask

What’s in it for you?

• Competitive salary

• Great benefits package

• Professional growth opportunities with the chance to learn from many different functions

• A fun and inclusive workplace