• Respond to customer queries in a timely and accurate way, via phone, email or chat • Identify customer needs and help customers use specific features • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users) • Update our internal databases with information about technical issues and useful discussions with customers • Monitor customer complaints on social media and reach out to provide assistance • Share feature requests and effective workarounds with team members • Inform customers about new features and functionalities • Follow up with customers to ensure their technical issues are resolved • Gather customer feedback and share with our Product, Sales and Marketing teams • Assist in training junior Customer Support Representatives

• Serve as the point of contact supporting our highest value customers and institutions on Binance’s various products • Provide dedicated and prompt support to our institutional and VIP customers via different communication channels • Provide sufficient guidance and support to VIP customers on integrating and using Binance’s system including the use of API • Being the first line support for all account and system related issues • Serve as the representative of VIP customers to internal teams including account, finance, risk and products • Collect customer feedback and manage projects to realise the product change requirements • Provide system and product updates to customers to ensure they are aware of all the major changes in time

• As the frontline of the P2P market, you will handle all inbound inquiries received, and outbound communication is established in the form of chats, emails, and calls • Independently provide accurate information to resolve problems/issues that arise • Continuously educate one’s self with up-to-date and relevant information to support the customer service operations • You will escalate issues to your team leader, managers, and other departments as required • Adhere to the Quality Assurance standards set • Adhere to and comply with the schedule set by the Team Leader • Assist in the preparation of other processes as and when assigned/required by the Team Leader • Display good team working attitude and behavior within the team and other departments in the company

• Promptly respond to corporate technology support issues on-site and remotely • Work closely with the escalated IT Support tiers within the organization to provide technical support for executive issues, ensuring assigned calls are responded to, diagnosed, and resolved swiftly and effectively in line with operational level agreements and service level objectives • Ensure outstanding incidents and requests are regularly updated to reflect the current status • Maintain confidentiality and privacy in all dealings with executives • Ensure that Operational Level and Service Level Objectives are adhered to at all times • Maintain an up-to-date level of knowledge with regards to technology, in particular security policies and company standards • Document actions, alterations, and procedures to ensure an accurate and accessible record of the current state of the system in the Service Now ticketing system • Assist other members of the Executive Support Specialist team or any other IT team when appropriate to complete tasks in the necessary timescale • Keep abreast of trends in technology and its application to understand current best practices, possible alternative solutions and to support problem-solving • Manage own time to fulfill tasks efficiently, in the correct priority, and to the required level of quality, within the context of the objectives supplied by the manager • Communicate the progress of investigations and planned solutions to executive and corporate customers, managing their level of expectation and increasing their understanding of company desktop technology • Liaise with colleagues, utilizing their expertise to solve more complex problems or pass on responsibility to the appropriate support team member • Continuously assess and communicate the possibility for improvement in support practices • Network configuration and problem-solving in Windows, Apple, and Citrix environments (wired and wireless)