Customer Support Specialist

Our client, a leading blockchain services company, is seeking a Customer Support Specialist to join their growing team. As the #1 Block Explorer for the Ethereum blockchain, they help millions of users navigate the platform and the exciting world of cryptocurrency.

In this dynamic role, you will:

• Empower Users Worldwide: Assist users of all backgrounds in navigating Etherscan and understanding the Ethereum ecosystem.
• Knowledge Sharer: Create clear and concise tutorials and explanations to simplify complex technical information for the average user.
• Stay Ahead of the Curve: Stay informed about the latest developments in blockchain technology and explain them to users in an engaging way.
• Problem Solver & Communicator:
  • Respond to user inquiries promptly and accurately.
  • Identify user challenges and recommend relevant features to address them.
  • Analyze and report bugs to the development team.
  • Share user feedback and feature requests with internal teams.
• Content Curator:
  • Proactively update off-chain metadata on the website.
  • Help maintain and curate Ethereum & Etherscan FAQs.
  • Process technical information into simple, easy-to-understand content.
• Community Champion: Monitor social media platforms (Twitter, Reddit) to gauge community sentiment and answer Etherscan-related questions.

To be successful, you will possess:

• At least 2 years of experience as a Customer Support Specialist or similar role.
• Bachelor's degree in English, Communications, Linguistics, or a related field (preferred).
• Experience using help desk software and remote support tools.
• Strong written and spoken English communication skills.
• Excellent communication and problem-solving abilities.
• A knack for identifying trends in user inquiries to proactively address potential issues.
• High empathy for users with limited knowledge of blockchain and cryptocurrencies.
• The ability to handle all user queries politely, patiently, and assertively when needed.
• Self-motivated with a strong work ethic and the ability to manage tasks independently.