- Respond to customer queries in a timely and accurate way, by chatting only.
- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share it with our Product, Sales, and Marketing teams
English proficiency is a must.Experience as a Customer Support Specialist or similar CS roleFamiliarity with our industry is a plus, software, web3, blockchainExperience using Discord, and Asana is a plus.Excellent communication and problem-solving skillsPatience when handling tough casesBSc in Information Technology or relevant diploma