Newton is hiring a

Web3 Technical Customer Success Specialist

Say hello to Newton — Canada's first low-cost cryptocurrency trading platform. We see a future where financial systems are open to everyone and built to empower people to embrace financial freedom. We believe cryptocurrency plays a role in that future, so we're making it more accessible to Canadians.

Newton team members are spread out across Canada within a fully-remote capacity.

As a Technical CX Specialist, you'll act as a Tier 2 Support with other specific responsibilities. You'll work remotely from your home with Newton's Customer Success and Engineering team to tackle various projects, as well as giving the best possible experience to our customers while encountering technical issues for our service. Sometimes you won't have all the answers, so if you can be resourceful, you'll be an integral part of the team.

As a Technical CX Specialist you will be responsible for:

-Extensive and routine testing of the app on the various platforms, to discover new glitches, bugs, or improvement ideas. -Deciphering console logs from the frontend from testing. -Working on ticketing automation improvements, as well as process improvements for the CX team. -Creating or editing admin panel html/css mockups for possible revamp. -Working on technical side projects, while managing time to handle escalated tickets. -Helping administrate the ADA chat bot flows, and routine maintenance for improvements. -Acting as necessary to give technical insight, as well as helping with technical training for handling bug related tickets. -Helping our customers when they encounter technical issues that require your escalation. -Adhering to a daily schedule of help desk support for technical related issues. -Acting as the bug liaison to create JIRA tickets for relevant issues for the engineering team to resolve in priority. -Handling the presentation of the CX/Engineering weekly meetings with the creation of weekly meeting notes beforehand. -Presenting the weekly findings to the CX team.

Requirements for this role:

-Availability to work full-time on a scheduled shift. -Live and have legal authorization to work in Canada -Experience providing exceptional customer service in a contact centre, retail or service environment -Proven track record of being incredibly resourceful and finding solutions even when there is no clear path -Ability to adapt to new processes and work accurately in a fast-paced, rapidly changing environment -Proficiency with technology paired with excellent typing skills -Knowledge of HTML, CSS, and Javascript -Have strong reading, writing and communication skills -Technical knowledge, including previous experience as a developer would be desirable. -Possess high level of understanding, patience and empathy, and an ability to navigate more difficult interactions with professionalism -Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things. -Ensure privacy and security practices are followed at all times for both customers and Newton

Bonus experience:

-Knowledge of the Python programming language. -A background or interest in web application development.

At Newton, we celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!

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