Company profile
Our client is one of the global leaders of security solutions, with 15% of $3.5 million worth of crypto assets managed in its ecosystem.
Founded almost a decade ago, the company has acquired 3.5 million users across 165 countries. It has a hardware and software expertise that secures billions of dollars worth of almost 2,000 different crypto assets worldwide.
It has a team dedicated to making customers happy and satisfied. Customers can reach them directly with comments and suggestions, and the client team will work hard to try and make these changes happen.
Requirements
Strong experience in cryptocurrencies and/or blockchain environments is a must.
You have a knack for explaining complex technical subjects in a way that anyone can understand.
Previous experience in customer support or in a customer-facing role.
Must have a “Customer First” attitude.
Outstanding written and verbal skills in English, fluency in another language is a plus.
Ability to learn about hardware & software products and aptitude for troubleshooting technical issues.
Comfortable using standard office software, like Google docs, sheets, slides, forms, etc. Experience with Zendesk or other CRM software is a plus.
Tasks
Ensure customer satisfaction & reply to day-to-day customer requests.
Communicate clearly and concisely: write clear and well-structured documentation on service tickets and follow up to ensure resolution.
Identify recurring support trends and product performance issues, providing timely feedback to our product team.
Work to eliminate common support inquiries by suggesting improvements to our knowledgebase articles, FAQs, and other support documentation to ensure customers can self-serve as much as possible.
Be involved in support escalations as required to ensure timely resolution according to SLAs on technical products.
Communicate clearly and work effectively with other teams and departments, such as our R&D, Legal, and Marketing teams.
Always be learning - about both crypto and also Ledger’s products. A week in crypto is a lifetime in other industries, and you’ll need to stay on the cutting edge.
Benefits
Competitive compensation package and ESOP according to the Company policy.
Flexible working hours - early birds and late risers are equally welcome. No night shifts. Traditional and alternative weekend work days are available.
Strong focus on personal development including internal/external trainings and attendance to conferences.
Internal talks, technical meetups and hackathons.
High performance office equipment.
Comprehensive health insurance policy offering extensive medical, dental and vision care coverage.
Meal Vouchers
Annual company outing for Team Events Days plus infrequent parties, snacks and drinks.
Employee discount on in-house products.