NDAX, a leading cryptocurrency exchange platform, is seeking a highly motivated and customer-focused Technical Support Specialist to join our growing team. The candidate should possess knowledge and skills related to cybersecurity practices, risk management, and information security protocols. Here are some additional responsibilities and qualifications that highlight the cybersecurity aspect of the role:
Responsibilities:
- Provide technical support to NDAX users via various channels including email, live chat, and phone, with a strong focus on maintaining the security and privacy of user accounts and information.
- Assist users in troubleshooting and resolving issues related to account setup, trading, deposits, withdrawals, and other platform-related inquiries while adhering to strict security protocols.
- Collaborate with internal teams, including the cybersecurity team, to escalate and resolve complex technical issues in a timely manner, ensuring that security vulnerabilities or risks are promptly addressed.
- Identify and analyze trends in user inquiries to proactively address common concerns related to cybersecurity, such as account security, phishing attempts, and suspicious activities, to enhance user experience and protect user accounts.
- Educate users on platform features, trading tools, and best practices that promote cybersecurity, including password management, enabling two-factor authentication, and recognizing potential security threats.
- Create and maintain detailed documentation of support processes, frequently asked questions (FAQs), and troubleshooting guides, emphasizing cybersecurity measures and recommendations for users.
- Stay up-to-date with the latest developments in the cryptocurrency industry, particularly regarding cybersecurity practices, emerging threats, and regulatory requirements, to ensure NDAX users are provided with accurate and relevant information.
- Provide feedback to the product and development teams regarding user-reported issues, potential security improvements, and feature requests that enhance the overall cybersecurity posture and user experience.
- Contribute to a positive team environment by actively sharing knowledge and collaborating with colleagues, including the cybersecurity team, to promote a culture of security awareness and continuous improvement.
- Actively participate in team meetings and initiatives, providing insights and recommendations from a cybersecurity perspective to ensure that security considerations are incorporated into all aspects of NDAX's operations.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience in a technical support role, preferably in the financial or cryptocurrency industry.
- Strong knowledge of cryptocurrencies, blockchain technology, and the functioning of cryptocurrency exchanges.
- Familiarity with trading concepts, order execution, and account management within a digital asset trading platform.
- Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues efficiently.
- Exceptional communication and interpersonal skills, with the ability to effectively explain technical concepts to users of varying technical backgrounds.
- Strong customer service orientation and a genuine desire to help users resolve their technical challenges.
- Ability to work independently and handle multiple support tickets simultaneously while maintaining a high level of accuracy and attention to detail.
- Flexibility to work in shifts, including evenings, weekends, and holidays as required in a 24/7 operational environment.
Benefits
- Extended Healthcare Plan (Medical, Disability, Dental & Vision)
- Paid Time Off Benefits
- Training & Development
- Bonus – Awards – Gifts
- Stock Option Plan
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Source: ca.linkedin.com
