Technical Support Analyst (PT)

Do you want to be part of the future of Decentralised Finance? Do you like being accountable in bringing high quality technical solutions to community and customer concerns? Then this opportunity might be for you! We are seeking experienced Technical Support Analysts, and specialists, true technologist that will complement our team of diverse and talented technical support crew. You will get to explore emerging technologies in the high-demand Crypto/Blockchain industry and influence our ways of working within a very collaborative environment. You will continuously learn from our existing team of experts while also being able to contribute your own ideas and competencies to help the business processes progress and innovate. About the Opportunity You will be supported to understand our business, meaning not only coming in and doing day-to-day tasks but also be involved in our impact on the market. You will be a true community advocate, managing and assisting user inquiries on all platforms that we support (Discord, Email, Zendesk, Reddit) using all available information (documentation, conversation history, etc.). You will serve as an escalation point for our community/customer experience in high touch escalations and platform incidents. You should be able to gauge customer/community impact and guide decisions with Product Managers, engineers, and all other stakeholders with users in mind. You will be accountable for managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date using Zendesk tickets for any and all 1st level technical concerns. You will be given the opportunity to exercise your critical thinking skills by establishing the root causes of application errors, and escalating serious concerns to the higher tier support group which may include development, architecture, etc.