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Community Support Engineer
Skills
BlockchainCryptocurrencyCustomer SupportEnglishRemote WorkTech SavyTechnical Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 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
Nice to have
- Bilingual or multilingual especially Spanish, Russian, German, French, or Portuguese
- Familiar with Help Scout or other support platforms
Day to day
- 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.