Customer Service Specialist (Security) – English/ Arabic

Binance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money.

Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution that is changing the world?

Customer Support is extremely important for us and we hope to create a platform where our users are well supported with excellent quality, fast response time, and accurate information.

Support is via live channels (chats/calls) and includes but not limited to customer queries, complaints, and identification approval processes for our world-class cryptocurrency exchange platform.

Responsibilities:

• Prevent, investigate, locate unauthorized activities on user’s accounts by thoroughly analyzing account data such as on-chain and off-chain transactions, IP and geolocation data, device characteristics, e-mail addresses, and other information in order to assess the nature of the activity.
• Based on account analysis, existing procedures and the customer’s report, disable account functions to prevent further harm.
• Conduct threat and risk analysis to provide essential suggestions to assist the customers in eliminating the risk before helping them regain access to the compromised accounts.
• Provide the user with sufficient information on best practices to protect their accounts in every interaction to reduce the risk of new security incidents and strengthen the community awareness.
• Report and investigate fraud/scams, examine if stolen funds are sent to a Binance account, or if unauthorized transactions took place within Binance accounts.
• Liaise with other departments to assist and provide or gather information as it relates to investigations and customer accounts.
• Cooperate with other team members to build strong and relevant procedures. Use case sharing to seek internal assistance and develop the team’s knowledge.

Requirements:

• A basic understanding of cryptocurrencies and differences between separate blockchains / networks.
• Excellent research and writing skills; able to communicate findings clearly and concisely.
• Minimum 1 year experience in customer service, preferably in finance or E-commerce industry
• Excellent problem solving skills.
• Ability to interpret account data to make a well informed judgements,
• Ability to think critically and consider possibilities when troubleshooting, superb investigation skills.
• Able to work effectively as a team member and also independently or with minimal supervision.
• Strong security awareness.
• Great attention to detail and solid analytical skills.
• Professionalism and high moral sense.
• In addition to English and Arabic one or more of the following languages is highly valuable : Italian, Spanish, Portuguese, Chinese, Arabic, Turkish, French, Indonesian, Japanese, Polish, Korean.

Working at Binance

• Do something meaningful; Be a part of the future of finance technology and the no.1 company in the industry
• Fast moving, challenging and unique business problems
• International work environment and flat organisation
• Great career development opportunities in a growing company
• Possibility for relocation and international transfers mid-career
• Competitive salary
• Flexible working hours, Casual work attire

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