Description

Entreprise :

Our client is a Blockchain SaaS company.

Description du poste :

* Prioritize and manage the customer support workflow, ensuring timely resolution of issues.
* Diagnose, troubleshoot, and resolve technical issues reported by customers utilizing a blockchain SaaS solution, including issues with smart contracts, blockchain logic, and NFT deployment.
* Learn and work with emerging technologies related to the integration of a blockchain platform into client systems.
* Act as the first technical point of contact for clients with issues concerning Aura Web APIs and Front-Ends.
* Debug issues in web applications that are using the company's API.
* Work alongside the development and technical teams to help resolve deeper technical issues.
* Keep track of system issues and adhere to agreed timelines until resolution.
* Interact with clients via phone, email, or chat, providing clear and concise written and verbal instructions.
* Maintain procedural documents and reports related to support activities.
* Follow and create standard procedures to resolve issues, connecting them to relevant internal processes.
* Provide prompt and accurate feedback to customers, ensuring their satisfaction.
* Ensure proper documentation of all technical issues and resolutions.
* Follow up with clients to ensure their computer systems are functioning properly after troubleshooting.
* Document technical knowledge in the knowledge database for future reference.
* Train customers and/or team members on how to use the company's UI and APIs.
* Monitor daily performance of technical systems and address any issues that arise.
* Support QA teams in test plans and manual test cases for APIs and websites, identifying bugs and functional problems.
* Collaborate closely with development and product teams to understand feature specifications and incorporate user feedback into product requirements.
* Report bugs in Jira and provide detailed information on issues.

Description du profil :

* At least 3 years of experience in a full time Tech Support role.
* At least 5 years of experience working in a technology role related to Tech Support such as Software Developer, Project Manager, Product Manager or similar roles.
* Knowledge of software development technologies such as JavaScript, TypeScript, Node.js, and React.
* Experience with help desk software such as Jira Service Management, Zendesk, etc.
* Strong problem-solving and troubleshooting skills.
* Excellent communication and interpersonal skills.
* Ability to work effectively in a fast-paced, collaborative environment.