Remote Community Support Engineer Job in EMEA Exodus

Who you are

• Live in the EMEA Region in the UTC 0 to UTC+4 time zones
• Comfortable working 40 hours a week, including at least one 8-hour shift on Saturday or Sunday
• Comfortable working all shifts until 8pm Eastern Time - US & Canada (0 UTC)
• Amazing written English skills, including proper grammar and punctuation
• Empathize with customers on even the simplest of problems
• Inquisitive and love troubleshooting to find an answer
• Detail-oriented and able to provide detailed responses to customers
• Turn customer pain points into insightful product feedback
• Understand how digital assets work, including security, confirmations, block times, network fees, etc
• Tech-savvy and have general knowledge of computers, including operating systems
• Self-starter that works well with minimal supervision
• Thrive in a remote work environment
• Manage competing priorities and prioritize them appropriately
• Maintain performance standards
• Highly coachable and take responsibility for actions

Desirables

• Bilingual or multilingual especially Spanish, Russian, German, French, or Portuguese
• Familiar with Help Scout or other support platforms

What the job involves

• Promptly respond to customer inquiries across multiple channels.
• Assist users in navigating the intricacies of managing digital assets.
• Provide above-and-beyond customer experiences that leave a lasting positive impression.
• Use problem-solving abilities to resolve unique customer problems and maintain consistent ticket housekeeping.
• Actively contribute to the team by providing valuable feedback to improve the customer support infrastructure and enhance the overall performance of Exodus.
• Contribute to projects, quality assurance, incident management, and value-added tasks.