Customer Support Jobs in Web3

Ava Labs is looking for a Product Support: Blockchain Specialist to be an integral part of the Product Support Team. This individual will be the first line of contact for all public facing requests to provide accountability and excellent service to all members of the community. The main function will be to answer technical questions from developers and users that are having issues with transactions.

WHAT YOU WILL DO

• Support end user inquiries and issues through Intercom (Help Desk). This includes issues with developer questions, subnet creation, blockchain transactions, Avalanche products (Core, Bridge, Explorer etc…), and other 3rd party crypto services, products, and coins/tokens that interact with the Avalanche Network.
• Answer level 2 questions regarding Subnet creation, Core Wallet, Nodes, and other technical products while escalating more complex requests to Developers and Engineers as needed.
• Write, edit, and maintain a vast library of how-to guides, informative articles, and other support documents regarding the Avalanche ecosystem to facilitate self-support for as many requests as possible and preserve engineering resources. (Intercom, Github, Confluence, etc…)
• Collaborate with other Product Support Team members in providing internal teams and external users with exceptional customer support and serve as a subject matter expert.
• Report user feedback, suggestions, and trends occurring for users to appropriate teams.
• Testing, documenting, and reporting bugs in Avalanche products and related software/hardware.
• Provide feedback loops to the Product Team using Product Board to capture and rank feature requests.
• Other duties as assigned.

WHAT YOU WILL BRING

• Bachelor's degree in Computer Science or equivalent experience
• Experience in blockchain community engagement
• Golang and/or Javascript competency
• Familiarity with Github, JIRA, Confluence, and other similar programs
• An ability to work independently and within teams alike
• Experience with help desk ticketing platform such as Intercom
• Ability to support users on social channels such as: Discord, Reddit and/or telegram.
• Excellent problem-solving and sleuthing skills.
• Excellent empathy, active listening, and resiliency skills.
• Strong organizational and time management skills.
• Able to effectively manage multiple diverse and complex problems at the same time
• Exceptional client facing and customer service skills including relationship building/management and verbal communications.
• DeFi knowledge preferred.

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