Level 1 Technical Support Specialist (Blockchain Technology)

The Challenge

We are seeking an enthusiastic Level 1 Technical Support Specialist to join our growing blockchain technology team. The ideal candidate will be the first point of contact for users requiring technical assistance with our decentralized solutions, providing fast and effective support to ensure customer satisfaction.

Details

• Provide frontline technical support to end-users, developers, and partners using blockchain platforms.
• Troubleshoot and resolve basic technical issues related to account access, wallet setup, transactions, smart contracts and platform navigation.
• Assist users with navigating cryptocurrency platforms such as wallets, exchanges, KYC and account management tools.
• Guide users in securely interacting with blockchain networks, including educating on cryptocurrency account security best practices (e.g., strong passwords, two-factor authentication, phishing awareness).
• Utilize CRM platforms (e.g., Zendesk, Freshdesk) to track, document, and escalate customer issues effectively.
• Use knowledge bases to efficiently find solutions and document customer interactions, troubleshooting steps, and resolutions.
• Collaborate with internal teams, ensuring timely escalation of unresolved issues to higher-level support for advanced troubleshooting.
• Document customer interactions, solutions, and best practices to maintain a high-quality knowledge base.
• Provide proactive assistance by suggesting improvements to processes and enhancing customer support methods.
• Cover 24/7 shifts to ensure continuous support availability.

About You

Must have:

• Basic understanding of blockchain technology, cryptocurrencies, wallets, exchanges, and decentralized applications (dApps).
• Familiarity with technical troubleshooting and identifying and resolving basic issues related to account access, transactions, and platform navigation.
• Knowledge of cryptocurrency security best practices (e.g., account protection, two-factor authentication, and phishing awareness).
• Ability to use CRM platforms (e.g., Zendesk, Freshdesk) troubleshooting network issues and common technical issues.
• Experience with API testing tools (e.g., Postman) and/or basic command-line interface (CLI) usage.
• Strong attention to detail in documenting issues, solutions.
• Proactive and customer-centric mindset, with a passion for providing excellent customer service.
• Comfortable with 24/7 shift work.
• Fluent in English.

Nice to have:

• Basic understanding of programming languages like Java, Python, or TypeScript/JavaScript.
• Previous working experience with cryptocurrency platforms (e.g., wallets, exchanges) and their associated troubleshooting processes.
• Ability to learn and adapt to new technologies quickly in a dynamic and evolving industry.
• Ability to take the initiative in resolving issues and suggesting improvements for customer support processes.

What We Offer

• Working with new technologies and modern work environment;
• Incentives and also bonuses – financial and non-financial;
• Referral bonuses;
• Extra vacation days;
• Work from home & flexible work hours, aligned with project needs;
• Private health insurance;
• Meal tickets;
• Various discounts for gym classes & other recreational activities;
• Discounted office parking;
• Excellent coffee, delicious snacks and drinks at the office;
• Social and team-building activities;
• IntelligentBee way of working and way of life!