Extend Your Team - Crypto Support Specialist
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Requirements
• Support Experience — Minimum of 1–3 years in technical customer support, ideally within the Forex or Crypto sectors. • Crypto Literacy — Strong interest in blockchain and Web3, with a foundational understanding of concepts such as gas fees, staking, and major public chains like Ethereum and Solana. • Wallet Proficiency — Hands-on experience with non-custodial wallets (e.g., MetaMask, Phantom, Ledger) and major cryptocurrency exchanges. • Technical Communication — Exceptional spoken and written English, with the clarity needed to explain complex crypto concepts to users. • Tool Mastery — High proficiency with support platforms such as Zendesk, Amazon Connect, and Asana. • Analytical Mindset — Ability to follow SOPs accurately while maintaining a problem‑solving approach to technical friction. • Flexibility — Willingness to work in a fast-paced environment with a rotating schedule.
Responsibilities
• First-Line Resolution — Act as the primary point of contact for users requiring assistance with decentralized solutions, providing fast and effective support to ensure satisfaction. • Blockchain Troubleshooting — Analyze and resolve common user issues including transaction failures, insufficient gas fees, and slippage settings. • On-Chain Guidance — Guide users in checking transaction status via blockchain explorers (e.g., Etherscan, Solscan) and troubleshoot undelivered assets. • Security & Education — Educate users on crypto security best practices, including 2FA, phishing awareness, and safe wallet interactions. • Account Management — Assist with user onboarding, KYC/KYB verification processes, and account access issues. • Ticketing & Documentation — Utilize Zendesk and Asana to track and document interactions, escalating complex cases as needed. • Ticketing & Documentation — Utilize Zendesk and Asana to track and document interactions, escalating complex technical bugs to Level 2 or Engineering teams as necessary. • Product Advocacy — Collaborate cross-functionally to translate recurring user feedback into product optimization for Web3 features.
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