Customer Support Analyst II

About Us Full Potential Solutions (FPS) i s a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive! As a Customer Support Analyst II, you’ll join a high performing team of passionate support professionals who know their performance is critical to our client achieving its mission. You will dedicate your time to assisting customers and teammates with inquiries, resolving issues, and ensuring a positive experience for our customers. You will serve as a bridge between the customers and the company, offering empathetic, knowledgeable, and efficient support.

What You’ll Be Doing (ie. Job Duties)

• Responsible for providing support for our client's customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customer issues.
• Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
• Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and upstream solutions.
• Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible, ensure all defects are logged appropriately.
• Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
• Set a high bar for Customer Support Analysts within the organization by setting an example through performance and work ethic.

What We Look For In You (i.e. Job Requirements)

• Shifting and weekend work is a requirement.
• Minimum of 3-4 years of relevant experience in customer support and/or financial services, crypto, technology.
• Minimum of 1-2 years of experience in Level 2/escalation support
• Typing/chat competency of at least 45 words per minute, with clear, accurate, and professional written responses
• Experience with different channels of support, including voice, messaging, and email
• Phenomenal communication skills in order to operate globally across multiple departments and stakeholders.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Experience at crypto exchanges or in financial services, ideally in payments, trading operations support.
• Willing to work from the Manila Office

Nice To Haves

• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.
• Experience working with and partnering with external business partners.