Exchange Support Engineer

Ticket Management: Efficiently handled a large volume of support tickets related to cryptocurrency exchange issues, including deposits and withdrawals, ensuring timely resolution and high customer satisfaction.

Technical Support: Provided comprehensive technical support to users via email, addressing complex issues and offering step-by-step guidance to resolve their concerns.

Fraud Investigation: Collaborated with security and compliance teams to investigate and resolve complex fraud cases, ensuring the integrity and security of the platform.

Account Access Assistance: Assisted users in regaining access to their accounts through verification processes, including resetting two-factor authentication (2FA).

Cryptocurrency Wallet Setup: Guided users in setting up their cryptocurrency wallets, ensuring they understood the process and could securely manage their digital assets.

KYC Verification: Managed the Know Your Customer (KYC) verification process, ensuring compliance with regulatory requirements and enhancing the platform's security.

Incident Coordination: Coordinated with the Incident Manager and appropriate resolver groups to address and resolve technical incidents, minimizing downtime and disruption for users.

Enhanced Support Efficiency: Streamlined support ticket management processes, reducing response times and improving overall user satisfaction.

User Education: Developed and shared educational materials to help users better understand the platform’s features and security measures, reducing the number of common support issues.

Security: Identified and contributed to resolving a spamming attack on the ticketing tool, enhancing the system's security.