Live Phone Support Contractor

Handle high-volume inbound phone support, resolve cryptocurrency transaction and account access issues, assist with platform navigation, document interactions in CRM, track call drivers, escalate complex issues, and use blockchain explorers and transaction tracking tools. The role requires a professional home office, reliable internet, headset, and camera availability.

Responsibilities

• Handle 25-40 inbound customer support calls per day.
• Resolve cryptocurrency transaction, account access, and platform navigation issues in real time.
• Maintain an average handle time under 12 minutes while ensuring quality resolution.
• Achieve a first-call resolution rate of 55% or higher.
• Document customer interactions accurately in the CRM.
• Track and report common call drivers.
• Meet call volume and quality assurance standards.
• Escalate complex issues while maintaining customer communication.
• Use blockchain explorers and transaction tracking tools to investigate transactions.
• Participate in video meetings and training with the camera on.

Requirements

• At least 2 years of phone-based customer support experience in technology or financial services.
• Experience meeting call center KPIs including volume, AHT, FCR, and CSAT.
• Experience with complex technical troubleshooting by phone.
• Fluent written and spoken English.
• Clear professional verbal communication skills.
• Active listening, multitasking, stress management, and time management skills.
• Ability to work autonomously in a high-volume environment.
• Knowledge of Bitcoin and other cryptocurrencies.
• Proficiency with blockchain explorers and transaction tracking tools.
• Experience with customer support CRMs and call center software.
• Competence with G-Suite.
• Reliable high-speed internet of at least 25 Mbps.
• Professional home office with noise-canceling headset.
• Backup power or internet solution.
• Professional appearance and mandatory camera use during video meetings and training.
• Ability to work Monday through Friday, 11:30 AM to 8:00 PM Pacific Time.
• Availability for 40 hours per week and U.S. bank holidays.