Technical Support Intern working on a Python - based ROI tool to enhance health investments. Assist in usability and documentation for global health policy support.
About the role
- Junior VIP Support Analyst at Uphold providing white-glove customer service to valued clients. Collaborating with departments to resolve complex queries and uphold reputation for exceptional service.
Responsibilities
- Provide white-glove service and act as an escalation point for some of Uphold’s most valued customers.
- Use internal tools and databases to diagnose and resolve customer issues accurately and efficiently.
- Develop an in-depth knowledge of Uphold's platform to anticipate customer needs, understand user intent, and resolve complex requests efficiently.
- Meet customer service quality standards and performance metrics consistently.
- Collaborate with internal departments to investigate and resolve complex customer issues.
- Follow up on escalated customer concerns and high-priority requests to ensure timely resolution.
- Develop and update processes in partnership with Customer Support Operations to improve service delivery.
- Adhere to company policies, quality standards, and compliance requirements at all times.
- Work flexible schedules as needed to support global customer needs.
- Other duties and responsibilities as reasonably required or assigned by the line manager.
Requirements
- High School diploma or equivalent; college degree preferred.
- 1–3 years of customer support experience, ideally in the financial services or fintech industry.
- Proficient in Excel and/or Google Sheets; comfortable using internal support tools and ticketing platforms.
- Strong communication and organizational skills.
- Strong problem-solving skills.
- Ability to work independently, stay self-motivated, and perform under pressure in a fast-paced environment.
- Team-oriented and collaborative.
- Fluent written and oral English skills.
- Strong attention to detail and skill in defusing customer anxiety while consistently delivering exceptional service.
Benefits
- Annual bonus program based on individual, team and company performance.
- Home office stipend for a productive setup.
- Generous PTO, healthcare, and employee assistance programs.
- Engaging events and celebrations.
- Well-stocked office kitchen with a foodie culture.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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