Technical Support Specialist
il y a 7 jours
Primary Responsibilities
Technical Support: Respond to technical support requests from B2B clients. Ensure that issues are resolved in a timely and efficient manner. Incident Investigation: Proactively investigate incidents by analyzing logs, system data, and other diagnostic tools. Collaborate with the Engineering team to identify root causes and implement immediate fixes. Incident Management: Act as an Incident Manager for Service Delivery Management (SDM). Coordinate the response to critical incidents, ensuring timely communication and resolution. Continuous Improvement: Once an incident is closed, lead the continuous improvement process. Conduct root cause analysis and work with cross-functional teams to implement long-term solutions. Technical Reporting: Generate and review technical KPIs related to platform performance, including uptime, response times, and error rates. Prepare regular reports for internal stakeholders and clients. Client Onboarding: Assist in the technical onboarding of new clients, including the setup and configuration of our solutions according to their specific needs. Documentation: Create and maintain technical documentation, including FAQs, knowledge base articles, and client-facing guides, to improve product understanding and reduce the number of incoming support tickets. Cross-Team Collaboration: Act as the liaison between the Service Delivery Management team and other departments such as Engineering, Sales, and Product Management to ensure seamless service delivery. Training and Enablement: Conduct training sessions for clients to ensure effective use of our products and services. Also, train internal teams on best practices for client support. Escalation Management: Serve as the point of escalation for unresolved issues, coordinating with senior management and technical experts to bring issues to resolution.Requirements
Experience: 2-4 years of experience in a client-facing technical role, such as technical support, QA, or a similar role. Experience in a B2B setting is preferred. Technical Proficiency: Advanced understanding of blockchain technology and the cryptocurrency ecosystem. Ability to perform first-level analysis and troubleshooting before escalating to the Engineering team. Communication Skills: Strong verbal and written communication skills are essential. The ability to communicate complex technical issues in a clear and concise manner to a non-technical audience is crucial. Educational Background: Bachelor's degree in Engineering, Computer Science, MIS, or a comparable field is preferred. Additional certifications in IT service management or related fields are a plus. Problem-Solving: A curious, analytical mind with strong problem-solving skills. Must be able to identify issues and think critically to propose effective solutions. Teamwork: Ability to work well in a team as well as independently. Must be able to collaborate with multiple departments to ensure seamless service delivery. Client Focus: A strong customer service orientation with the ability to empathize with clients' needs and challenges. Project Management: Basic project management skills, including the ability to manage multiple tasks simultaneously and meet deadlines. Adaptability: Comfortable in a fast-paced, ever-changing environment. Must be able to adapt to new technologies and procedures as the company evolves. Compliance Awareness: Familiarity with industry regulations and compliance standards related to data security and privacy. Language Skills: Fluent in English, both written and spoken. Additional languages are a plus but not required. Software Skills: Proficiency in using customer relationship management (CRM) software, ticketing systems, and other tools commonly used in technical support roles.What's in it for you?
Equity : Employees are the foundation of our success, and we award stock options so you can share in that success as we grow. Flexibility : A hybrid work policy. Social : Annual company outing for Ledgerdary Days, plus frequent social events, snacks and drinks Medical : Comprehensive health insurance policy offering extensive medical, dental and vision care coverage. Well-being : Personal development, coaching & fitness with our dedicated partners. Vacation : Five weeks of paid leave per year, in addition to national holidays and rest & relaxation (RTT) days. High tech: Access to high performance office equipment and gadgets, including Apple products. Transport : Ledger reimburses part of your preferred means of transportation. 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.#LI-HG #LI-Hybrid-
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