SME – Computer User Support Specialist
Empower AI
Product Support Specialist
Ava Labs
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $71,607 - $89,509 per year
Job Level
Mid-LevelSenior
Tech Stack
Web3
About the role
- Provide end-user support through a Help Desk ticketing system and other social channels such as Discord, Reddit, and X.
- Write and maintain a vast library of visual and written how-to guides, informative articles, and other support content regarding the Avalanche ecosystem and the Core suite to facilitate self-support for end users.
- Report user feedback, suggestions, and trends occurring for users to appropriate teams and escalate more complex issues to PMs, Developer Relations, or Platform Engineers as needed.
- Collaborate with other Product Support team members in providing internal teams and external users with exceptional customer support and serve as a subject matter expert.
- Testing, documenting, and reporting bugs in Avalanche products and related software/hardware (Core Suite, Explorer, Ledger wallet, etc).
- Attend department-wide meetings to share end user feedback and bug reports to the appropriate teams for triage and resolution.
- Other duties as assigned.
Requirements
- A passion for all things Web3.
- Familiarity with JIRA, Confluence, and other similar programs.
- Moderate knowledge of Layer1 blockchains and a proficient understanding of web3 technologies.
- Ability to create walk-through guides, including the use of screen capture software.
- Experience in blockchain community engagement.
- An ability to work independently and within teams alike.
- Experience with Help Desk ticketing platforms such as Intercom.
- Excellent problem-solving and sleuthing skills.
- Excellent empathy, active listening, and resiliency skills.
- Strong organizational and time management skills.
- Able to effectively manage multiple diverse and complex problems at the same time.
- Exceptional client-facing and customer service skills including relationship building/management and verbal communications.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
blockchainweb3 technologiesHelp Desk ticketing systemsscreen capture softwarebug reportingdocumentationhow-to guidescustomer supportcommunity engagementproblem-solving
Soft skills
empathyactive listeningresiliencyorganizational skillstime managementrelationship buildingverbal communicationindependenceteam collaborationmulti-tasking
