Our Technical Support team is searching for a Level 1 Technical Support Agent to work on the front line, providing support to our users over email. You will be working on technical incidents and service requests related to our products and how they work. You will be working with a service management tool, following internal procedures precisely and adhering to service level agreements (SLAs). You will be helping us maintain and update our knowledge base and continuously improve our processes and practices. You will be learning a lot about our software and technologies.
Location
IOHK is a fully distributed organization and therefore this is a remote position. Team distribution for this role means we are ideally searching for someone in an EU time zone.
Your mission
Provide prompt and accurate technical support to our blockchain and cryptocurrency users and customers across the globe
Resolve customer technical issues through diligent research, reproduction, and troubleshooting
Take ownership of and track incidents, problems and service requests, from logging through to resolution and within agreed service levels
Assist users in researching and identifying answers to technical software and hardware queries and problems
Ask customers focused questions to get to the root of a problem quickly, so it can be documented in an unambiguous way
Guide customers through a sequence of actions via email, until the issue is solved
Develop and maintain good relationships with our customers
Prioritize and manage many tickets at one time
Properly escalate unresolved issues to appropriate internal teams (eg, L2 support or development)
Document support issues and contribute to our knowledge base in the form of articles, instructions, videos, FAQs, etc
Work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems.
Your expertise
At least one year of technical support experience (Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role)
Experience of working with service management tools (Zendesk, ServiceNow, Jira, Freshdesk or similar)
Experience in supporting desktop and/or mobile platforms (Windows, macOS, Linux, Android, iOS)
Excellent problem-solving and communication skills
Ability to work in a fast-paced, diverse environment with great follow-through on tasks
Ability to work independently; this position is 100% remote
Ability to understand complex technical concepts and explain them to users with variable or limited technical competence, and possibly limited English
Customer-focused approach, with consideration for data security, business needs, requirements, and financial impact
Any languages in addition to English will be highly beneficial, in particular Japanese
Some experience in the blockchain/cryptocurrency industry would be an advantage
Desirable, but not essential, is an understanding of: distributed computing environments; blockchain technologies; cryptocurrency principles and processes; and software development and coding