Customer Support Agent - Shift Work

Descrizione del lavoro:

We're making the world of digital assets accessible and secure for everyone.
Join the mission.

Founded in 2014, (COMPANY NAME) is the global platform for digital assets and Web3. Over 20% of the world's crypto assets are secured through our (COMPANY NAME) Nanos. Headquartered in Paris and Vierzon, with offices in UK, US, Switzerland and Singapore, (COMPANY NAME) has a team of more than 500 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets - including the (COMPANY NAME) hardware wallets line with more than 6 millions units already sold in 200 countries.

At (COMPANY NAME), we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Have a look at our Origins video here.

(COMPANY NAME) is first and foremost a customer-centric company.
We build solutions for our customers and continually use their feedback to improve our products and keep growing.

As part of the Customer Support team, you will be the first point of contact between our customers and the (COMPANY NAME) team, providing quick and efficient technical support and ensuring customer satisfaction. The requests you will receive will be related to (COMPANY NAME) products and services, and will require patience and compassion to meet customers wherever they are in their learning journey. Issues encountered will span our products and services, from transaction issues, connection troubleshooting, RMAs, and much more.

Your mission:

* Help deliver a 24/7 Global service, working flexible shifts, generally on a 4 days-on 4 days-off rotations, from 6 am to 6 pm
* 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 (COMPANY NAME)'s products. A week in crypto is a lifetime in other industries, and you'll need to stay on the cutting edge

What we're looking for:

* 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
* An interest or curiosity for cryptocurrencies and/or blockchain environments is a plus
* Proficiency in Salesforce (or other Customer Experience Management Platforms) is a plus

What's in it for you:

* 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
* Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
* Well-being: Personal development, coaching & fitness with our dedicated partners
* Vacation: 28 days of paid leave per year
* Social: Frequent social events, snacks and drinks in our Holborn office
* High tech: Access to high performance office equipment and gadgets, including Apple products
* Transport: (COMPANY NAME) reimburses part of your preferred means of transportation
* Discounts: Employee discount on all our products.

We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age