First level technical support manager will be responsible for:
- answering users in official channels,
- researching issues,
- guiding users,
- moderating the chats.
Technical support representative will address user concerns, complaints and inquiries in a professional and compassionate manner.
Representatives should also be able to explain some technical aspects using easy-to-understand language. The ideal candidate should have technical background, experience in crypto systems and working with crypto communities as moderator.
- Support users by responding to questions and concerns in official community SORA, Polkaswap, and Fearless wallet channels
- Research, diagnose, and identify solutions to resolve issues (including the ones that require some level of technical knowledge), guide users through corrective steps
- Ask users targeted questions to quickly understand the root of the issue
- Troubleshoot common issues, clarify the issues with the development team
- Report bugs and new suggestions to the development team
- Moderate messages, make announcements, update chat rules
- Make sure users follow chat rules
- Write and maintain documentation in order to guide users, update wiki
- Communicate with the marketing team and help with AMA and other community activities
- Test new system update
- Superior problem-solving capabilities
- Excellent user service and analytical skills
- Good understanding of computer systems, mobile devices and other tech products
- Technical skills: query commands, work with command line, use tools like explorers, polkadot js apps, etherscan to analyse issues
- Previous help desk/chat moderator experience
- Ability to communicate in a professional manner
- Patience: helping people who are stressed or angry might be emotionally difficult, so the ability to remain calm and focus on the main mission of resolving the issue is a must.
- High focus on the quality and user satisfaction
- Have experience in working with crypto communities
- Good written English
- Remote work for at least 8 hours per day