WeFi · 2 months ago
Technical Support Specialist (L2)
United States
Full-time
Hybrid
Mid LevelWeFi is on a mission to simplify money movement and management for people and businesses globally. The Level 2 Customer Support Specialist will handle technical support requests, monitor tasks in the support system, and ensure timely resolutions, collaborating closely with both Level 1 support and the technical team.
BlockchainCryptocurrencyDecentralized Finance (DeFi)FinTechPaymentsWeb3
Responsibilities
Monitor Zendesk for new support requests, close tickets, and ensure no tasks are missed
Check and manage the support request table, ensuring tasks are updated, completed, and archived as needed
Write detailed issue tickets in JIRA, including relevant information, and conduct QA testing before and after submitting the ticket
Regularly check the admin panel to ensure all systems are functioning correctly
Occasionally run SQL queries to gather information during investigations or to check user data
Provide time estimates for different types of tasks
Keep the team informed about task progress and completion through the support chat
Ensure basic troubleshooting steps (e.g., reload, reconnect) have been performed before escalating issues to the tech team
Gather relevant data, such as screenshots and videos, to assist the technical team with resolving user issues
Investigate recurring user issues and suggest tools or processes that could optimize support and reduce repetitive issues
Work with the technical team to submit these suggestions when there are gaps in current tools
Work closely with the technical team to resolve escalated issues
Ensure Level 1 support is updated on all changes, technical updates, and task statuses
Collect frequent user requests and common problems to create FAQs and improve the team’s knowledge base
Qualification
Required
Experience in technical support and customer service, especially in handling support tickets, emails, or chats
Experience working in a startup company
Experience working with support tools like JIRA, Intercom, or similar platforms
Basic understanding of DeFi, crypto wallets, and account management
Ability to troubleshoot basic technical issues and gather relevant details
Proficiency in English, any other language is a plus
Strong attention to detail when handling multiple tasks, ensuring each is properly logged, tracked, and resolved
Ability to communicate technical issues clearly and concisely, both within the team and to end-users
Ability to manage your time efficiently and ensure tasks are completed within the defined SLA
Comfort with remote work, self-discipline, and the ability to stay focused during your shift
Benefits
Flexibility to work remotely and manage your own time.
Competitive compensation and the opportunity to grow within the company.
Company
WeFi
The first fully compliant deobanking platform
Founded in 2023
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Roman Rossov
Chief Product Officer
Company data provided by crunchbase