Technical Support Specialist

As a Technical Specialist – Crypto Customer Support, you will guide clients through the setup and management of their crypto accounts, troubleshoot technical issues, and serve as their trusted point of contact, ensuring they feel supported and confident in using our digital-asset services.

• Respond to customer inquiries via email and chat; diagnose and resolve common issues such as transaction delays, failed deposits/withdrawals, and connectivity errors.
• Monitor transactions for suspicious activity, flag potential risks per internal policy and regulatory guidelines to the clients, and document all escalations in the CRM.
• Work closely with Product, Engineering, and Compliance teams to communicate customer pain points, validate feature releases, and ensure support readiness.
• Assist new clients with KYC/AML verification, wallet creation, API key generation, and integration with major crypto exchanges and custodial platforms.
• Identify patterns in client issues and suggest process or product enhancements to elevate overall customer satisfaction and operational efficiency.
• Collaborate with fellow Technical Specialists, the Team Leader, and the Service Delivery Manager to ensure consistent SLAs, share lessons learned, and continuously improve our support processes.
• At least 2 years of experience in a technical support or customer support role, with direct exposure to crypto account management or blockchain-based services.
• Basic understanding of blockchain concepts (wallets, transactions, block confirmations).
• Excellent written and verbal communication; able to translate technical concepts into clear, layperson-friendly language.
• Strong analytical mindset and attention to detail.
• Organized, process-oriented, and comfortable working in a fast-paced environment.
• Hands-on experience with Zendesk and Intercom for ticket management and live chat.
• Familiarity with community support channels such as Discord and Jira for issue tracking and collaboration.
• Critical thinking and problem-solving orientation—able to assess situations, weigh options, and recommend the best path forward.

Job Types: Full-time, Permanent

Benefits:

• Paid training
• Work from home

Application Question(s):

• How many years of experience do you have in cryptocurrency accounts?
• What is your level of knowledge in cryptocurrency?
• How much is your expected salary?

Work Location: In person