Customer Support – CoinRoutes

Job details

Job Type
Full-time

Full Job Description

About us

CoinRoutes Inc provides algorithmic trading tools for buying and selling Crypto-Assets more efficiently, ushering in a new era of decentralized finance. Our Client and Investors are some of the largest Crypto Funds & Trading firms.

Position Details

As a Client Support Specialist, you will be part of a team that focuses on providing our clients the highest quality of service.

Our client base is global and trades 24 hours a day. The candidate will be expected to work exotic hours or rotational shifts.

The ideal candidate should have knowledge of trading markets and experience with communicating directly and professionally with clients.

We are looking for self-motivated problem solvers.

We prefer candidates with prior Fintech / Finance experience.

Responsibilities:

• Monitor Group chats. The candidate will be responsible for monitoring all group chats, emails and texts. The candidate will be expected to respond quickly and professionally to all client inquiries, escalate issues appropriately and provide training to our clients. People skills are a must.
• Trade Support. The candidate must investigate trade related client inquiries. This will require the individual to be very familiar with CoinRoutes’ systems. The candidate should be very familiar with all the tools and methods that CoinRoutes currently uses to troubleshoot client orders.
• API Connectivity Support. Candidate must be able to help clients with troubleshooting connecting to our service via FIX, websocket, and REST.
• New Venue setup and testing. The candidate must be able to coordinate with execution venues like GCEX, Cumberland, B2C2, etc. to set up Order Entry sessions, and then test those sessions with tiny trades to confirm all is working. Some of these venues will be brand new to CoinRoutes, so the setup and configuration will take some testing and coordination.
• Documentation. The candidate will be expected to update our internal wiki for FAQs, and external client knowledge base.
• New Pair setup and testing. The candidate must be able to gather appropriate metadata for new pairs and set up config data in our portal.
• Other duties as assigned.

Requirements:

Required Technical Skills:

• Basic knowledge of Trading / accounting systems
• Ability to read and analyze logs
• Basic understanding of servers and network connectivity
• Jira and Confluence

Nice to have:

• Experience with AWS

Qualifications:

• 4 or more years of experience
• Ability to thrive working in cross functional teams
• Excellent communication skills with technical and non-technical people alike
• Collaborative approach to problem solving
• Self-starter with a thirst for knowledge and experimentation
• The independence to manage, execute, and take initiative without supervision