Customer Support Tech Specialist

1. Tech Customer support
2. JOB PURPOSE:

To provide end-to-end technical support to clients, troubleshoot issues effectively, and escalate complex problems to the relevant internal teams. The role ensures timely resolution of client issues while maintaining accurate records and contributing to process improvement.

1. KEY ACCOUNTABILITIES:

• Understand and analyze client issues thoroughly.
• Review what the clients provide and identify what else should be requested in order to investigate the matter.
• Check both admin panels and front-end interfaces to identify technical difficulties.
• Escalate identified issues to relevant departments for further investigation and follow up for unresolved cases.
• Create and manage Jira tickets for tracking and resolution of issues.
• Maintain and update internal trackers and reports regularly.
• Provide first-level troubleshooting and guidance to clients.
• Assist in educating clients on platform functionality and best practices.
• May be required to collaborate with development and product teams to identify recurring issues and propose improvements.
• Stay up-to-date with blockchain technology and platform updates to provide informed support.
• May be required to contribute to the creation of technical documentation and knowledge base articles.

1. COMMUNICATIONS & WORKING RELATIONSHIPS:

• Regularly communicate via ticketing system (email) with clients to understand and resolve issues.
• Collaborate with internal teams including IT, Product, Development, and Operations.
• Provide updates to Line Manager and escalate urgent issues appropriately.
• Participate in team meetings and contribute to knowledge sharing.

1. QUALIFICATIONS, EXPERIENCE & SKILLS:

Technical Skills & Qualifications:

• Strong understanding of blockchain concepts and decentralized applications.
• Experience with ticketing systems like Jira, Freshdesk or equivalent.
• Basic understanding of web technologies (admin panels, front-end interfaces).
• Ability to troubleshoot technical issues logically and systematically.
• Knowledge of databases or experience in SQL is a plus.
• Excellent written and verbal communication skills.

Competencies:

• Problem-solving and analytical thinking.
• Attention to detail.
• Ability to work under pressure and manage multiple tasks.
• Team collaboration and knowledge sharing.

Experience:

• Minimum 12 years of experience in technical support or customer support roles.
• Prior experience in blockchain or fintech industry is highly desirable.

Education:

• Bachelors degree in Computer Science, IT, or a related field is preferred.

Working Pattern:

5 working days per week in rotational shifts (covering all 7 days) and 2 days off per week on rotation.

Full time - Onsite