Ledger
Ledger is your gateway to securing, buying, and managing crypto safely.
hardware • smartcard • security • blockchain • bitcoin
501 - 1000
Customer Support Agent - Shift Work
August 30
🔄 Hybrid – London
Ledger
Ledger is your gateway to securing, buying, and managing crypto safely.
hardware • smartcard • security • blockchain • bitcoin
501 - 1000
Description
• Help deliver a 24/7 Global service, working flexible shifts, generally on a 4 days-on 4 days-off rotations, from 6 am to 6 pm • Ensure customer satisfaction & reply to day-to-day customer requests • Communicate clearly and concisely: write clear and well-structured documentation on 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 knowledge base 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 teamsParticipate in external events around the world • Always be learning - about both crypto and also Ledger’s products. A week in crypto is a lifetime in other industries, and you’ll need to stay on the cutting edge
Requirements
• Previous experience in customer support or in a customer-facing role • Must have a “Customer First” attitude • Outstanding written and verbal skills in English • Ability to learn about hardware & software products and to analyse technical and/or factual data • Proficiency in Google docs, sheets, slides, forms as well as Microsoft Excel & PPT • An interest or curiosity for cryptocurrencies and/or blockchain environments is a plus • Proficiency in Salesforce (or other Customer Experience Management Platforms) is a plus
Benefits
• Training: Get trained and gain experience in one of today's most exciting and growing industries • Equity: Employees are the foundation of our success, and we award stock options so you can share in that success as we grow • Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage • Well-being: Personal development, coaching & fitness with our dedicated partners • Vacation: 28 days of paid leave per year • Social: Frequent social events, snacks and drinks in our Holborn office • High tech: Access to high performance office equipment and gadgets, including Apple products • Transport: Ledger reimburses part of your preferred means of transportation • Discounts: Employee discount on all our products.
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