Crypto & Blockchain Specialist BITCOIN (Onsite in Portland, OR - No VISA - NOT remote)
Company: Ledger
Location: Boston
Posted on: May 16, 2022
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Job Description:
Crypto - Technical Customer Success Specialist ( Onsite in
Portland, OR ) Fulltime Job - 4 weeks paid vac 7 paid holidays 4%
401K-match Free Company Benefits (medical/dental/vision) Pre-IPO
Stock Options Founded in 2014, Ledger is the smartest way to
secure, buy, exchange and grow your crypto assets. Recommended by
Forbes, TechCrunch & Bloomberg, Ledger is a global leader of
security solutions and infrastructure for Cryptocurrencies and
Blockchain applications and is trusted by 4 million customers in
180 countries . Ledger has offices in Paris, London, Zurich, Hong
Kong, Singapore, and (brand new) Portland, OR . The company is
experiencing fast growth and plans on hiring more than 100 Crypto
leaders over the next few months. To learn more, please see our
exciting videos: https://youtu.be/7gb0Zv1u-ks and
https://youtu.be/aFQ1Z_Omz9U and https://youtu.be/T9i8IqY8rzE
(Ledger Vault), and the main company website
https://www.ledger.com/ Ledger combines hardware and software
expertise to secure Billions of dollars--- worth of 2,000 different
crypto assets worldwide, and 15% of these assets are managed
through the Ledger ecosystem. There are different levels of Crypto
--- Technical Customer Success Specialists, so there is always room
to advance in title, base compensation, and pre-IPO stock options.
In December 2021, Ledger opened a NEW OFFICE in Portland, OR to
build a North American Customer Support Team from scratch. Now is
your chance to join the team from the beginning Ledger is a
customer-centric company. We build solutions for our customers, and
we rely heavily on customer feedback to improve our products. As
part of the Customer Success team, this position will be the first
contact between our customers and our internal team. You will be in
charge of providing a quick and efficient technical support and to
do your very best to ensure ---Customer Satisfaction.--- The
Customer Requests you will receive will be Ledger product related.
They may involve complex transaction issues, staking issues,
derivation path issues, or private key issues, etc. Occasionally,
you may just be working on hardware related issues that involve you
helping a customer solving a stuck device problem. If the answer
cannot be found on our Support page, you will be the person our
customers will contact. RESPONSIBILITIES This is a 100% Customer
Support role, and will require you to respond to tickets, and
ensure customer satisfaction and reply to day-to-day customer
requests. Communicate clearly and concisely: write clear and
well-structured documentation on Customer 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 knowledgebase 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 teams.
Always be learning - about both Crypto and LEDGER products. Crypto
is constantly changing, and you---ll need to stay on the cutting
edge. REQUIREMENTS Must be near EXPERT in Crypto (current wallet
owner of BTC, ETH & many others, that regularly trades, stakes,
reads white papers, etc.). You will be required to complete a very
detailed, difficult, over one-hour --- Crypto Survey --- in order
to continue in the recruiting process. Seeking really passionate
CRYPTO enthusiasts Must be willing to work ONSITE in Portland, OR .
New hires will work 100% Onsite during the first 4 weeks of
training, and then will need to be in the office 2-3 days a week
(50% remote). Previous experience in customer support or in a
customer-facing role is highly desired. This is 100% Customer
Support role answering Support tickets and communicating directly
with customers. Must have great interpersonal skills with a
---Customer First--- attitude and outstanding written and verbal
English skills . Previous IT Help Desk Customer Support experience
is also a definite plus Sprinklr or Zendesk are a big plus
Demonstrate a positive mental attitude and ability to constantly
learn more about Ledger hardware and software products and to
analyze technical and factual data Must have a strong proficiency
in Google docs , sheets, slides, forms as well as Microsoft Excel.
Slack is a plus.
Keywords: Ledger, Boston , Crypto & Blockchain Specialist BITCOIN (Onsite in Portland, OR - No VISA - NOT remote), Other , Boston, Massachusetts
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