Customer Support Specialist

Blockdaemon is hiring a Customer Support Specialist to be the first point of contact to provide exceptional customer service to all of our Blockdaemon customers. You will work alongside the Director of Customer Support to enhance and further build out our customer support model. The primary responsibility of this role is to resolve and communicate service issues, through first line resolution or escalation and tracking of issues to ensure successful outcomes.

Position Overview:

• Monitoring to user inquiries via chat, support forms, and direct email for the Blockdaemon application, incident management, and troubleshooting.  
• Serving as the first point of support contact for users and triaging inquiries to the correct line of support, escalating to next level support as needed. 
• Creating tickets for customer inquiries using internal ticketing systems via the JIRA product suite. Collaborating with engineering, operations, product, and sales teams to deliver white-glove solutions to customers. 
• Ensuring prompt resolution of customer issues and speedy escalation to next level support to ensure earliest customer resolution through the tracking of incident progression.
• Relaying high level updates to the customer, engineering, and sales teams as necessary. 
• Managing incidents to resolution and communicating the progress and closure to stakeholders.  
• Learning of the Blockdaemon product suite, the protocols we support, and the surrounding knowledge base to become highly effective in identifying and resolving customer issues as the first point of contact. Proactive in identifying and actioning opportunities to further improve service to customers. 
• Assist with Major incident handling if/when the need arises.

Skills and Required Qualifications:

• Minimum of one year of customer service or technical support experience.
• Flexible availability for 24/7 support rotation. 
• Excellent interpersonal, oral and written communication skill
• Must possess excellent time management and prioritisation skills
• Expertise in using knowledge bases to identify resolution to customers issues and provide a first time fix.
• Strong analytical skills
• Strong interpersonal skills to enable delivering through others, collaborating with engineering, operations, product and sales teams to get the right outcomes for their customers
• Enthusiastic and keen to learn and develop themselves.
• Excellent attention to detail and an ability to produce high-quality, accurate work in a fast-paced environment
• Works well under pressure and can pivot from tasks as needed
• Work well in a team environment
• Excellent attention to detail and an ability to produce high-quality, accurate work in a fast-paced environment

Nice to Have BUT not required:

• Knowledge or interest in the current crypto and/or blockchain landscape
• Qualification(s) in Computer Information Systems, or Computer Science or working technical experience 
• Understanding of API’s
• Ability to speak multiple languages a plus

Job Specific shift rotations 

We provide core infrastructure services and their reliability to global customers on a 24/7 basis.  This role includes a set shift pattern to enable the team to meet the needs of our customers. The team will provide full coverage 365 through 8 hour shift rotations as detailed below, each team member will do each shift rotation for 4 weeks and then move to the next rotation

4 weeks shift rotations: 

Shift 1: Monday - Friday day shift

Shift 2: Monday - Friday night shift

Shift 3: Wednesday - Sunday day shift

Shift 4: Wednesday - Sunday night shift 

About Us:

We Know Nodes.
Blockdaemon is the leading blockchain node infrastructure platform. Supporting 30+ protocols, 70 out-of-the-box node types, and monitoring plug-ins for cloud and on-premises services, Blockdaemon is used by exchanges, custodians, enterprises, financial institutions and 10k+ developers to connect commercial stakeholders to blockchains. Blockdaemon's mission is to simplify the process of deploying nodes and creating scalable enterprise blockchain solutions via APIs, BYOI, auto- decentralization and auto-healing of nodes.

We are rapidly growing our fully remote, decentralized team. We are made up of dedicated and passionate individuals who want to make an impact in this dynamic and emerging industry. We offer competitive salaries as well as employer contributions to health, dental, vision, life and disability insurances. At Blockdaemon, we understand that “life happens” and offer a flexible PTO policy and encourage employees to take time off when they need it. 

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