Customer Support Agent
Ledger
full-time
Posted on:
Location: Oregon • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Web3
About the role
- First point of contact between customers and Ledger, providing quick and efficient technical support and ensuring customer satisfaction
- Handle requests related to Ledger products and services, including transaction issues, connection troubleshooting, RMAs and more
- Ensure customer satisfaction & reply to day-to-day customer requests
- Write clear and well-structured documentation on service tickets and follow up to ensure resolution
- Identify recurring support trends and product performance issues, providing feedback to product team
- Suggest improvements to knowledge base articles, FAQs and other support documentation to enable customer self-service
- Be involved in support escalations to ensure timely resolution according to SLAs on technical products
- Communicate and work effectively with R&D, Legal, and Marketing teams
- Participate in external events around the world
- Continuously learn about crypto and Ledger’s products
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