Customer Support Representative — Nikolay Yordanov
It’s 8 AM on a beautiful Sunday morning. While most people take a well-deserved rest and enjoy a nice day off, this is not the case for Nikolay Yordanov who is just starting his workday. The air is filled with the sounds of fingers tapping away at a keyboard and a weird “pinging” sound that can be heard occasionally.
Nikolay’s typical morning starts with setting up the workspace — he turns on his work laptop and enters his credentials after which he cracks open a cold can of an energy drink and begins handling chats. His fingers tap away at the keyboard, with the occasional sigh or stretch being mandatory as time passes sitting in one place.
Nikolay is a Customer Support Representative via chat at Crypto.com, a crypto trading platform. He works 5 days a week and sometimes has to take weekend shifts, hence why he is working on a Sunday.
His job is to assist customers with any inquiries they might have regarding the products of the company, as well as any issues that might occur. While he is not allowed to share any crypto trading secrets and tips, he is more than happy to help with any technical issues or questions. As he himself puts it
“I am the first person people contact if something goes wrong and the last person they think of if everything is alright.”
As he said that, a request came in, giving out yet another “ping” informing him someone needs assistance. He gets on the case immediately, writing a reply so fast that his fingers turn into a blur above the keyboard.
Nikolay works from home, where he lives with his girlfriend. He likes to joke that he is preparing her for a future at Crypto.com as well.
“She has seen me work for hours on end, writing long messages and deleting them since I do not like the way they look, going through different cases so I can understand the issue at hand, and corresponding with colleagues. There was this one time where she corrected me about something, which really took me by surprise, seeing as how it took me a full training course to learn these things.”
Contrary to what many people would think, Nikolay has gotten used to customers being a bit frustrated when contacting him, so it doesn’t trouble him. What really grinds his gears is when he is struggling to pinpoint the customer’s issue and provide a quick solution.
“I like helping people. It makes me feel good knowing that someone leaves their chat with me better educated or informed. Coincidentally, this is very good for the company as well.”
Nikolay truly enjoys his job and is eager to grow and develop within the company. While he has not decided on a career path just yet, he sees potential with Crypto.com so he plans on staying with the company for longer. He explores trading with crypto himself, but as he put it:
“I would much rather depend on my skills and efforts than on guesstimation and luck.”
Another “ping” could be heard, meaning that someone was in need of assistance and Nikolay was more than happy to serve.
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Bogomil Yordanov is a Journalism and Mass Communication major at the American University in Bulgaria. He is a colleague of Nikolay in Crypto.com.
