Institutional Support Specialist at OKX - Apr 24

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Institutional Support Specialist


OKX Jobs · US - Remote · Technical Services
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Job Overview

We are seeking an experienced Institutional Support Specialist to join our team. The ideal candidate will have a strong technical background, API experience, analytical skills, proficiency in English, and at least one additional language (Chinese included). The primary responsibilities of this role include providing exceptional customer support, offering product and API solutions, analyzing and solving customer problems, and collaborating with cross-functional teams. Trading knowledge is highly desirable for this position. Key Responsibilities:

1. Provide Exceptional Customer Support:

  • Communicate effectively with clients via telegram(main) & secondary channels to address their inquiries, troubleshoot issues, and provide timely solutions.
  • Utilize strong communication skills, oral and written, in English and at least one other language to ensure effective communication with international clients.

2. Articulate product and API solutions to clients over telegram and phone (if needed) demonstrating a deep understanding of our offerings.

  • Analyze customer problems, identify root causes, and provide effective solutions to ensure customer satisfaction.
  • Collaborate with the sales and product teams to relay customer feedback and contribute to the improvement of our products and services.

3. Continuous Learning and Improvement:

  • Collaborate with L2 support and TL to enhance API knowledge and improve issue resolution processes.

Required Skills

  • Diploma or Bachelors in STEM or business related fields.
  • Strong technical background with API experience.
  • Analytical skills to diagnose and solve customer problems.
  • Proficiency in English and at least one other language, including Chinese (to be able to converse with mandarin speaking customers and clients)
  • Excellent communication skills to engage effectively with clients.

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OKX Overview

Established in 2017, OKX has emerged as a global leader among cryptocurrency spot and derivatives exchanges, harnessing the power of blockchain technology to transform the financial landscape with a diverse and sophisticated portfolio of products, solutions, and trading tools. With a user base of over 20 million across more than 180 regions worldwide, OKX is dedicated to creating an immersive platform that invites individuals to delve into the realm of cryptocurrency. Besides operating a top-tier DeFi exchange, OKX offers OKX Insights - a research arm at the forefront of the latest cryptocurrency trends. Driven by its unwavering commitment to innovation and an extensive suite of crypto products and services, OKX envisions a future where financial access is underpinned by blockchain and decentralized finance.

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