Apr 2020 - Present
• Answer questions regarding our SOP, banking procedures, blockchain and cryptocurrencies via email, Telegram, and live chat
• Introduce Amber's investment products to clients
• Assist users with navigating the app and demonstrate the functions available
• Test app upgrades and provide feedback to internal teams
• Capture bugs and report them to developers
• Troubleshoot with clients and provide technical support
• Handle clients' feedback, suggestions and bug reports
• Help with app content localization and translation(English and Mandarin)
• Train new teammates and provide support via Zendesk and Slack
• Manage and update articles in Help Centre
• Prepare weekly and monthly analysis reports on inquiries, help centre traffic, and team performance