Coin Metrics is hiring a

Web3 TECHNICAL CUSTOMER SUPPORT SPECIALIST

YOUR PURPOSE

Our Technical Customer Support Specialists will assist customers in resolving technical challenges with Coin Metrics’ products. They will take phone calls from customers or communicate with them through messaging platforms, help customers diagnose technical issues, and put in place processes/systems/documentation to reduce inbound customer activity. This role is perfect for problem-solvers who enjoy customer interaction.

YOUR VALUE

• Handling customer technical support cases through phone, email, Slack or other messaging platforms
• Diagnosing customer issues and providing clear advice on resolution of customer issues
• Handling technical customer inquiries (e.g., providing sample API queries, creating flat files)
• Logging information about customer correspondence in CRM
• Maintaining composure and a positive attitude under times of stress
• Escalating or delegating customer issues when appropriate
• Proposing website updates, including tech tips, instructional guides and FAQs
• Communicating with SREs when a potential a widespread issue is identified

YOUR EXPERTISE AND EXPERIENCE

• Interest in Crypto and Crypto assets
• Customer service or help desk experience
• Technical support experience
• Strong interpersonal and listening skills
• Knowledge of online and remote-connecting software
• Problem solving skills
• Proficiency in API usage
• Excellent written and verbal English language communication skills
• Access to a private, quiet and professional appearing work location with strong internet connectivity
• Experience using help desk software

LIFE AT COIN METRICS

Coin Metrics is a fun and fast-paced team with employees located in 8 countries. We are united by our OPEN (Open, Pioneering, Elucidating, and Neutral) core values. Our employees are empowered to do what’s best for our products, customers, and team members. Other benefits of working at Coin Metrics include:

• Competitive salary, 401(k) retirement plan, bonus and options plans
• Comprehensive medical, dental, vision
• Remote or hybrid work options with generous equipment reimbursement offering
• Paid time off
• Global company offsites
• Coin Metrics Labs where associates pursue their passions

OUR INTERVIEW PROCESS

• 30 minute video interview with Talent Sherpa (Recruiter)
• 3-4 video interviews with members of our team
• Case Study

WORK LOCATION

Greater Boston, MA (remote considered)

Apply Now: