Ledger

Customer Support Agent

Ledger

full-time

Posted on:

Location Type: Hybrid

Location: Portland • Oregon • United States

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Salary

💰 $60,000 - $70,000 per year

About the role

  • 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 knowledge base 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 teamsParticipate 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

Requirements

  • Previous experience in customer support or in a customer-facing role
  • Must have a “Customer First” attitude
  • Outstanding written and verbal skills in English
  • 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
  • Knowledge in cryptocurrencies and/or blockchain is a must
  • Proficiency in Salesforce (or other Customer Experience Management Platforms) is a plus
Benefits
  • Working schedule: Help deliver a 24/7 Global service, working flexible shifts, generally on a 4 days on 4 days off rotation, from 10 am to 10 pm
  • Training: Get trained and gain experience in one of today's most exciting and growing industries
  • 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 (2-3 days in Portland's office / week)
  • Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
  • Vacation: 20 days of paid leave per year
  • Retirement: 401k with employer match
  • Transport: Ledger reimburses part of your preferred means of transportation
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporttechnical analysisdata analysisknowledge base improvementdocumentation writingsupport escalation managementcryptocurrency knowledgeblockchain knowledge
Soft Skills
customer first attitudeclear communicationteam collaborationproblem-solvingadaptabilitylearning agility