Nico D. Email & Phone Number

• Provide first-line technical support for the Q2 Solution• Troubleshoot/resolve basic customer problems• Answer phone calls in a high-paced environment within acceptable service levels• Accurately record cases, including customer comments, proper categorization, and fully document issues for quick resolution without requiring additional contact with the customer to obtain basic details• Accurately establish and record case priority• De-escalate customer concerns and provide resolution• Use available tools, procedures, instructions, and documents to resolve technical problems• Maintain in-depth knowledge of Q2 Solution usage to answer “how to” questions and provide step-by-step instructions to customers• Thoroughly document all research/conversations utilizing a case tracking system• Provide regular updates to customers regarding ongoing troubleshooting and resolution efforts• Manage an individual open case queue, while being assigned new cases daily• May receive escalated cases and tasks from customers or management, and must prioritize accordingly• Escalate unresolved problems to the appropriate resources and departments in accordance with published guidelines• Develop and maintain effective relationships with customers• Follow internal change control process to implement any required product modifications• Occasionally assist with testing emergency product fixes received from Product Development, as needed• Often make data or configuration edits in a production environment, requiring extreme care and attention to detail• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.• Participate in rotating 24x7 “on call” support coverage for all issues• Communicate customer status, concerns, and issues to the Operations Management as needed• Work closely with employees in other functions, such as implementations and development

• Responsible for providing support for Coinbase customers by investigating, troubleshooting and resolving customer issues across multiple channels (voice, email, social and/or chat).• Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations.• Participate in an on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams.• Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.• Set a high bar for support analysts within the organization by setting an example through performance and work ethic.• Chosen to lead new hire customer experience training at Coinbase due to above averageQuality Assurance and First Contact Resolution (FCR) scores, as well as proven demonstration of Coinbase’s core values and customer service tenets.• Led training sessions of up to 50 trainees by facilitating mock scenarios, leading learner analysis of past customer contacts, and demonstrating live customer issue troubleshooting.• Proactively drive impactful changes across workflows, policies and tools by working with internal support teams and vendor partners.

• Provide members with excellent account, loan, and card service by telephone, e-Mail, and chat.• Guide members toward and assist members with our on-line, mobile, and telephone banking services.• Solve issues straightaway, as well as serve as a guide if a member's issue requires assistance from a back office department.• Find new solutions for our members by forwarding leads to our investment, insurance, mortgage, and consumer loan representatives.• Adhere to Bank Secrecy Act & Office of Foreign Asset Control policies and procedures, as well as take part in annual BSA & OFAC training.

San Francisco Bay Area

-Routinely inspect cabin emergency equipment for compliance with minimum safety requirements-Responsible for verifying that passengers were in compliance with federal regulations prior to take-offs and landings-Participate in regular crew briefings prior to each flight (or more often, as needed) regarding flight duration, any expected adverse weather and/or traffic delays, or any other issues affecting planned routes, and shared accountability for passengers and carry-ons as outlined by the FAA and the company-Provide customer service to passengers in accordance with company procedures-Assisted customers with special needs or requests; provided meal and drink service while in-flight.-Direct aircraft evacuation as necessary and provide appropriate assistance in medical

San Francisco Bay Area

-Load and unload customer luggage, airfreight and company mail on and off aircraft-Responsible for maintaining safety and security on the ramp-Escort passengers and special needs customers safely and courteously-Marshall aircrafts in and out of the ramp area-Service aircrafts and ground equipment as needed-Communicate efficiently with ground personnel and flight crews