Ava Labs is hiring a

Web3 Product Support, Customer Service (Part Time)

Ava Labs is looking for a Product Support: Blockchain Specialist (Part Time) 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 the Intercom (Help Desk). This includes issues with Avalanche products (Core, Bridge, Explorer etc…), developer questions regarding documentation, blockchain transactions, Avalanche products (Core, Bridge, Explorer etc…), and other 3rd party crypto services, products, and coins/tokens that interact with the Avalanche Network
• This is a part-time position, during weekends and weekdays up to 30 hours/week
• Answer Level 1 questions regarding Core, nodes, and other technical products while escalating more complex requests to Level 2 product support.
• 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
• Test, document, and report bugs in Avalanche products and related software/hardware

WHAT YOU WILL BRING

• Some courses in Computer Science or equivalent experience troubleshooting technology-related issues
• Experience in the blockchain ecosystem
• Experience with help desk ticketing platforms such as Intercom
• Ability to support users on social channels such as Discord, Reddit, and/or Telegram
• Excellent problem-solving and sleuthing skills
• An ability to work independently and within teams alike
• 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
• Nice to have Golang and/or Javascript competency
• Nice to have familiarity with Github, JIRA, Confluence, and other similar programs

Hourly Range: $26.15 to $32.60

(**This is not a guarantee of compensation or salary, a final offer amount may vary based on factors including but not limited to experience and geographic location.)

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