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Customer Support Specialist
Il y a 4 mois
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 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 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 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
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 : 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.