The Challenge
We are seeking an enthusiastic Level 1 Technical Support Specialist to join our growing blockchain technology team. The ideal candidate will be the first point of contact for users requiring technical assistance with our decentralized solutions, providing fast and effective support to ensure customer satisfaction.
Details
Provide frontline technical support to end-users, developers, and partners using blockchain platforms.
Troubleshoot and resolve basic technical issues related to account access, wallet setup, transactions, smart contracts and platform navigation.
Assist users with navigating cryptocurrency platforms such as wallets, exchanges, KYC and account management tools.
Guide users in securely interacting with blockchain networks, including educating on cryptocurrency account security best practices (e.g., strong passwords, two-factor authentication, phishing awareness).
Utilize CRM platforms (e.g., Zendesk, Freshdesk) to track, document, and escalate customer issues effectively.
Use knowledge bases to efficiently find solutions and document customer interactions, troubleshooting steps, and resolutions.
Collaborate with internal teams, ensuring timely escalation of unresolved issues to higher-level support for advanced troubleshooting.
Document customer interactions, solutions, and best practices to maintain a high-quality knowledge base.
Provide proactive assistance by suggesting improvements to processes and enhancing customer support methods.
Cover 24/7 shifts to ensure continuous support availability.