Key Responsibilities:

📍Respond to technical customer requests in accordance with our SLAs and own them until resolution. 📍 Provide valuable customer feedback to the product team and identify opportunities for product improvements or solutions to common issues. 📍Proactively identify, develop, and maintain support knowledge documentation. 📍 Help update FAQ to keep any issues that arise in the ticketing funnel through to discord moderators. 📍Help build a global support team by establishing operational protocols and standards.- Work in an on-call environment.

Requirements:

📍Some courses in Computer Science or equivalent experience troubleshooting technology-related issues. 📍Experience in the blockchain ecosystem. 📍 Experience with help desk ticketing platforms such as Intercom or Zendesk. 📍Excellent problem-solving and analytical skills. 📍Ability to work independently and within teams. 📍Excellent empathy, active listening, and resiliency skills. 📍 Strong organizational and time management skills. 📍 Ability to effectively manage multiple diverse and complex problems simultaneously 📍 Exceptional client-facing and customer service skills, including relationship building/management and verbal communication. 📍 DeFi knowledge preferred. 📍 Familiarity with GitHub, JIRA, Confluence, and other similar programs is a plus.