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Founded in 2014, Ledger is the global platform for digital assets and Web3.
Headquartered in Paris and Vierzon, with offices in the UK, US, Switzerland and Singapore, Ledger has a team of more than 900 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 6 millions units already sold in 200 countries.
As part of the Customer Support team, you will be the first point of contact between our customers and the Ledger team .
You will be in charge of providing quick and efficient technical support, and to do your best to ensure customer satisfaction.
The requests you will receive will be related to Ledger products and services , and will require patience and compassion to meet customers wherever they are in their learning journey.
Issues encountered will span across all of the products and services Ledger provides, from transaction issues, connection troubleshooting, RMAs, and much more.
If the answer can't be found on our Support page , you will be the person our customers will reach out to.
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 knowledgebase 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
Previous experience in customer support or in a customer-facing role
Strong interest for cryptocurrencies and/or blockchain environments
Outstanding written and verbal skills in English and French
Ability to learn about hardware & software products and to analyse technical and/or factual data
Proficiency in Google docs, sheets, slides, forms as well as Microsoft Excel PPT
Proficiency in Zendesk or Sprinklr (Customer Experience Management Platforms) is a plus
Social :
Frequent social events, snacks and drinks
Medical :
Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
Vacation :
Five weeks of paid leave per year, in addition to national holidays and rest & relaxation (RTT) days
Access to high performance office equipment and gadgets, including Apple products
Discounts :
Employee discount on all our products
We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.
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