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Ledger · 1 day ago

Customer Support Agent (f/m)

Portland, OR

Full-time

Hybrid

New Grad, Entry Level

$60K/yr - $70K/yr

Ledger is a global platform for digital assets and Web3, seeking a Customer Support Agent to be the first point of contact for customers. The role involves providing technical support, ensuring customer satisfaction, and collaborating with various teams to enhance product performance.

CryptocurrencyCyber SecurityInfrastructureSaaS

Responsibilities

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 Ledger’s products. A week in crypto is a lifetime in other industries, and you’ll need to stay on the cutting edge

Qualification

Customer support experienceKnowledge in cryptocurrenciesTechnical analysis skillsSalesforceGoogle SuiteOutstanding communication skillsCustomer First attitude

Required

Previous experience in customer support or in a customer-facing role

Must have a 'Customer First' attitude

Outstanding written and verbal skills in English: please add a cover letter to your application, highlighting why you are interested in joining Ledger

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