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Customer Support Agent
at Ledger
6 months ago | 1004 views | 6 applications

Customer Support Agent

Per year
$63,000 To $102,000

About the company

Founded in Paris in 2014, LEDGER is a global platform for digital assets and Web3. Ledger is already the world leader in Critical Digital Asset security and utility. With more than 6M devices sold to consumers in 200 countries and 10+ languages, 100+ financial institutions and brands as customers, 20% of the world’s crypto assets are secured, plus services supporting trading, buying, spending, earning, and NFTs. LEDGER’s products include: Ledger Stax, Nano S Plus, Nano X hardware wallets, LEDGER Live companion app, [ LEDGER ] Market, the world’s first secure-minting and first-sale distribution platform, and Ledger Enterprise. With its ease of use, LEDGER allows a user to begin investing in digital assets and ultimately, achieve financial freedom in a safe and stress-free environment.

Job Summary

Your mission

📍 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 knowledge base 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; 📍Participate in external events around the world; 📍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.

What we’re looking for

📍Previous experience in customer support or in a customer-facing role; 📍Must have a “Customer First” attitude; 📍Strong interest for cryptocurrencies and/or blockchain environments is a must; 📍Outstanding written and verbal skills in English are mandatory. Any additional language is appreciated; 📍Ability to learn about hardware & software products and to analyze technical and/or factual data; 📍Proficiency in Google docs, sheets, slides, forms as well as Microsoft Office (Excel, Power Point); 📍Proficiency in Zendesk or Sprinklr (Customer Experience Management Platforms) is a plus

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