Insight Global

Email and Chat Support Agent

Insight Global

32 days ago

## Customer Support Analyst (Contract-to-Hire) **Insight Global** is currently hiring **Customer Support Analysts** for our client in **Tempe, AZ**. This is a **6-month contract-to-hire** role. We are seeking a detail-oriented, proactive Support Agent who excels in email-based customer service and thrives in a fast-paced environment. This role focuses on high-volume ticket management, fraud-related support, account safety, and issue resolution within the crypto exchange platform. The ideal candidate is highly organized, customer-first, and capable of identifying risks, gathering case details, and escalating issues appropriately. ### Core Support Operations - Manage approximately 40 email tickets per day. - Provide clear, timely, and accurate responses through Zendesk. - Handle general inquiries related to the platform and user accounts. ### Fraud, Safety, and Risk Support - Investigate account restrictions, fraud activity, and suspicious crypto transfers. - Identify potential scams or compromised accounts (fraud expertise not required, but strong judgment is essential). - Gather details to support fraud claims and escalation workflows. - Monitor “urgent” or “account compromised” channels and freeze accounts when necessary to protect users. ### Financial Operations - Support FIAT-related issues including: - Bank transfers - Troubleshooting linked bank accounts - Understanding deposit/withdrawal flows - Provide foundational support for crypto transfers; crypto knowledge is a major plus. ### Quality & Collaboration - Participate in the QA program to maintain high service standards. - Follow documented processes, SOPs, and playbooks; escalate complex issues to senior team members. - Work cross-functionally with Operations, Training, and Leadership to route cases and improve workflows. --- ### REQUIRED SKILLS AND EXPERIENCE - 3–4 years of experience in customer support, operations, or a client-facing environment (email and live chat support strongly preferred). - Experience managing high-volume ticket queues. - Experience using Zendesk or similar CRM platforms. - Comfortable working weekends. ### NICE TO HAVE SKILLS AND EXPERIENCE - Interest in cryptocurrency or blockchain. --- ### Pay Rates 1. 1st shift: $27/hr 2. 2nd shift: $28/hr 3. 3rd shift: $30/hr *When applying, mention the word **CANDYSHOP** to show you read the job post completely.*