Crypto Customer Success Associate
1 week ago
Crypto Customer Success Associate Job Description
Support team as front liners for issues escalated by operations or customer success for technical support. Receive and understand issues raised by utilizing the right tools used by the product team. Analyze production data and logs to determine issues and provide feedback to operations or customer success in a timely manner. Create necessary bug tickets including severity and replication steps. Monitor company infrastructure through various tools and respond to service interruption alerts.
- Support team for technical issues escalated by operations or customer success.
- Receive and understand issues using product team tools.
- Analyze production data and logs to determine issues.
- Create bug tickets including severity and replication steps.
- Monitor company infrastructure and respond to service interruption alerts.
- Handle escalated email and chat issues, create tickets, and update support groups.
- Assess and validate incident priority, then escalate to corresponding support group.
- Create tickets, send updates, and record reports on the ticket.
Requirements
- 2-4 years of support experience with technical investigation.
- Able to learn multiple platforms and development stages.
- Able to follow playbooks for issues encountered.
- Able to write bug tickets in a timely manner.
- Able to perform first aid solutions via different tools.
- Able to translate technical jargon into layman's terminology.
- Knowledgeable in data privacy.
- Customer service skills to communicate with partners and clients.
- Software Development experience a plus.
- Aptitude for problem solving, analytical with keen attention to detail.
- Passion to learn new technologies and highly trainable.
- Able to work in shifting schedule including night/weekend shifts.
Equal Opportunity Employer
We are an equal opportunity recruiter and employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.
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