Responsibilities:

📍Customer Support: 📍Deliver exceptional customer service and manage challenging situations with empathy and professionalism. 📍Resolve a wide range of customer issues, including account management, transactions, and product navigation. 📍Manage and track customer inquiries using ticketing tools, ensuring timely and effective resolution in accordance with internal SLAs. 📍Collaborate with internal teams to escalate and resolve complex technical issues. 📍Customer Education: 📍Educate users on the effective and safe use of Avara’s regulated products and services through the provision of information, statements of facts and figures. 📍Develop and update support documentation, FAQs, and user guides. AML/CTF Support: 📍Support AML/CFT processes, such as in respect of customer due diligence, screening, customer risk assessments, and ongoing monitoring. 📍Ensure all research and analysis are thoroughly completed and documented. 📍Prepare and escalate internal suspicious activity reports as appropriate. 📍Troubleshooting & Internal Collaboration: 📍Collect and relay user feedback to the product and development teams to help improve the product. 📍Verify, document, and submit detailed tickets to the internal development team regarding reported product issues. 📍Follow up with the development team to ensure timely issue resolution and communicate updates to affected customers. 📍Participate in testing and validation of fixes to confirm resolution before deployment. 📍Operational Tasks: 📍Monitor system performance and identify potential issues before they affect customers. 📍Develop and maintain comprehensive documentation for internal processes and customer interactions. 📍Engage in continuous improvement initiatives to enhance support processes and customer experience.

Requirements:

📍Bachelor’s degree in finance, business, technology, or a related field is preferred. 📍Minimum of 2-3 years of experience in a support role, preferably within a regulated financial institution. 📍Keen interest in and understanding of cryptocurrencies and blockchain technology. 📍Experience using ticketing tools. 📍Familiarity with AML/CFT regulations and processes is highly desirable. 📍Excellent verbal and written communication skills in English.