Advisor responsible for coordinating partner networks within Integration and IT Support at Desjardins. Involves implementing incentive programs and improving onboarding processes in Canada.
About the role
- Technical Customer Support Contractor for Trust Wallet, a leading non-custodial cryptocurrency wallet. Providing user support and troubleshooting issues across wallet functionality and payment systems.
Responsibilities
- Provide timely and effective support to users via email and other support channels, resolving inquiries related to wallet functionality, card payments, transactions, and security.
- Perform technical triage of user-reported issues, identifying whether problems originate from client applications, APIs, backend services, or external providers.
- Investigate and troubleshoot issues using internal tools, logs, dashboards, and available system data.
- Escalate complex or critical issues with clear, structured context, including reproduction steps, logs, and impact assessment.
- Monitor system behavior and identify anomalies such as increased error rates, transaction failures, or performance degradation.
- Assist in incident response, including investigation, user communication, and resolution tracking.
- Support post-incident reviews by documenting findings and contributing to continuous improvement efforts.
- Follow defined escalation processes for high-severity issues.
- Analyze logs and system signals to help identify trends, anomalies, and potential issues.
- Support proactive monitoring of key system metrics (latency, error rates, transaction success rates).
- Assist in coordinating with internal teams and external providers during service disruptions.
- Track and follow up on unresolved issues to ensure timely resolution.
- Assist with access-related requests and follow established procedures for onboarding and offboarding activities.
- Support periodic access reviews and contribute to maintaining secure operational practices.
- Work closely with engineering, product, and operations teams to resolve issues and improve system performance.
- Provide structured inputs (logs, user impact, reproduction steps) to accelerate debugging and resolution.
- Act as a bridge between users and internal teams during incidents and ongoing issues.
- Identify recurring issues and contribute to ticket deflection and process improvement initiatives.
- Maintain and improve internal documentation, runbooks, and knowledge bases.
- Contribute to small internal tooling improvements, automations, or workflow optimizations where applicable.
- Monitor user feedback and community channels to identify early signals of potential issues or incidents.
- Surface trends or emerging problems to internal teams proactively.
Requirements
- 2–4 years of experience in customer support, technical support, or operations in fintech, payments, SaaS, or crypto.
- Strong ability to understand and explain technical concepts to users with varying levels of expertise.
- Experience troubleshooting APIs, transactions, or distributed systems is a strong plus.
- Familiarity with payment systems, card networks (Visa, Mastercard, etc.), or crypto wallets is highly desirable.
- Exposure to monitoring, logging, or analytics tools (e.g., Grafana, Datadog, Kibana) is a plus.
- Basic understanding of system architecture (client → API → backend services).
- Strong analytical and problem-solving skills with attention to detail.
- Excellent written and verbal communication skills in English (additional languages are a plus).
- Ability to manage multiple priorities in a fast-paced, evolving environment.
- Willingness to work flexible hours, including nights, weekends, and holidays if required.
- Strong ownership mindset and ability to work cross-functionally.
- Bilingual proficiency in English and Mandarin Chinese is required to effectively support and communicate with our Mandarin-speaking client base.
Benefits
- Excellent learning and career development opportunities
- Work alongside diverse, world-class talent
- Tackle fast-paced, challenging and unique projects
- Work fully remotely with flexible working hours
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