Customer Support Agent

Remote, USA Full-time Posted 2025-04-18

## Your mission
?? 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 teams;
??Participate 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.

## What we?re looking for
??Previous experience in customer support or in a customer-facing role;
??Must have a ?Customer First? attitude;
??Strong interest for cryptocurrencies and/or blockchain environments is a must;
??Outstanding written and verbal skills in English are mandatory. Any additional language is appreciated;
??Ability to learn about hardware & software products and to analyze technical and/or factual data;
??Proficiency in Google docs, sheets, slides, forms as well as Microsoft Office (Excel, Power Point);
??Proficiency in Zendesk or Sprinklr (Customer Experience Management Platforms) is a plus

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Customer Support Agent

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