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Hyper AG
Customer Support Specialist
about 1 year ago | 1381 views | 16 applications

Customer Support Specialist

Full-time
Portugal, Remote

About the company

A new fair and transparent music service and platform for independent artists and labels backed by blockchain. Get in touch at [email protected] Hypery is a bridge between the current music industry and a new way of administrating artists. Without jeopardizing the current management and publishing models we provide a new way of owning and monetising music through blockchain-backed streaming platform and NFTs releases. Panel speakers at MOST WANTED:MUSIC in Berlin 7&8 Nov. 2018, Tech Open Air Berlin 2018, Inct.spiratie conference Rotterdam 2019, The Venue Berlin expert panel sessions on The Independence of Artists in the Digital Age and more.

Job Summary

The ideal candidate will be responsible for engaging with the platform users helping them out with any issues, and getting feedback whenever possible on their experience using the platform and how e can improve it. They will work cross-functionally with internal partners to understand business objectives in order to communicate effectively with customers.

As Customer Support Specialist at Hypery, you will be able to: • Assist users from all over the world to navigate Hypery's platform • Write tutorials and explainers simplifying technical content for the average user • Learn and explain the latest developments in a fast-growing platform and industry • Assist the artist with the onboarding process

In this role, you will: •Respond to user questions in a timely and accurate way • Identify user challenges and explain how related features can help • Analyze and report bugs in the product • Share feature requests and user feedback with the team • Proactively update off-chain metadata to the website quickly and correctly • Help with the curation of Hypery FAQs • Process technical information into simple, digestible content • Monitor various social media channels such as Twitter and Reddit to both gauge community pulse and answer Hypery-related questions

You will be a great fit if: • At least 2 Years of experience as a Customer Support Specialist or similar CS role • A Bachelor's degree in English, communications, linguistics, or a related field • Experience using help desk software and remote support tools • Strong command of English (both written and spoken) • Excellent communication and problem-solving skills • Experience in using crypto wallets (metamask, terra station, phantom wallet, etc) and dApps • Passionate, committed, self-starter with high levels of initiative, energy, ownership, urgency, and a sincere willingness to learn • Skill at identifying common trends between support tickets to preempt issues and bugs • High empathy with users less knowledgeable about blockchain, cryptocurrencies, and NFTs • Ability to handle all types of user questions politely and patiently, with assertiveness when necessary • Self-motivated and able to work independently with minimal supervision • Extra points if you are passionate and knowledgeable about music NFTs

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