Apply on Employer Site

CoinRoutes · 1 month ago

Client Success & Trading Support Analyst- Charlotte, North Carolina

Charlotte, NC

Full-time

Onsite

Entry, Mid Level

2+ years exp

CoinRoutes Inc. is a leading provider of smart-order routing and algorithmic trading tools for crypto-assets, offering high-performance trading solutions and exceptional customer support. The Client Success & Trading Support Analyst will be the primary point of contact for clients, providing technical support and managing client relationships in a dynamic environment.

CryptocurrencyFinanceFinancial ServicesSoftware

Responsibilities

Serve as a key contact for clients, responding to inquiries and providing proactive assistance through email, Slack, Telegram, phone, email, and other channels

Establish and maintain strong client relationships, understanding their specific needs to provide customized support and advice

Conduct one-on-one client consults to demonstrate and explain available order algorithms and parameters, addressing questions about trading strategies and technology

Act as the first line of support for technical issues, troubleshooting and resolving client issues related to the front-end UI, API connectivity (REST, WebSocket, FIX), and backend systems

Document issues comprehensively, following tickets through to resolution and escalating complex issues as needed

Collaborate with internal teams, including development and sales, to communicate client feedback and help refine products and services

Educate clients on CoinRoutes products, including algorithmic suites and trading parameters, to enhance their understanding and effective use of our tools

Stay updated on cryptocurrency trading and financial markets to provide valuable insights and guidance to clients

Assist with quality-assurance testing, contributing to a collaborative and supportive team culture

Qualification

Technical troubleshootingClient relationship managementFinanceCrypto experienceAPI connectivityFluent in EnglishCommunication skillsOrganizational abilitiesAdaptability