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

• 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.

• 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.

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.