L1 Customer Support Engineer
NetObjex, The platform for NFT MarketPlace and Web3 Wallet. NetObjex Next Generation NFT Marketplace Platform provides enterprises to create their marketplace and host events in the metaverse. NFT marketplaces are platforms where NFTs can be stored, displayed, traded, and in some cases minted (created). Web3 wallets are essentially digital wallets. As such, they have the ability to store digital assets. This includes everything from fungible to non-fungible (NFTs) tokens. A Web3 wallet also opens the door to the crypto realm, allowing you to interact with dApps on various blockchains. In turn, wallets help you access an extensive ecosystem of dApps.
About this role:
As a L1 Customer Support Engineer, you will provide support for NetObjex’s products. The primary job of a customer support representative is to address customer issues and resolve them in a timely and efficient manner. Support reps interact with customers on a variety of channels and ensure that all valid customer concerns are being dealt with immediately
You must be able to look at issues from the customer’s perspective and empathize with their situation, so you can be an effective agent and advocate.
You must have excellent written and verbal communications skills and strong listening skills, so you can ask good questions and provide viable solutions to our customers. You must be fluent in English.
You don’t need to be a programmer or engineer in this role, but you do need to have above average computer skills, so you can learn our products and resolve basic operating system and/or database related issues.
You need to be able to interact directly with customers (in English) through phone calls, emails, a ticketing system and live chat to be effective in this role.
Some basic Technical know how about crypto, wallets and blockchain ecosystem
Experience with Customer Support for SaaS based companies
- Experience with trading, booking, staking cryptos – a plus
- You will have a full caseload at all times, so you will need to manage your time and adjust your priorities as your caseload evolves.
- Must have experience using ZenDesk or any other CRM and KnowledgeBase softwares.
3+ years of relevant experience in technical customer support with a strong customer interaction experience
- Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- Willing to work in a flexible working environment.
- Excellent Customer Service Orientation
- Ability to learn and articulate software-related and technical concepts
- Experience in providing Phone and Email support to customers
- Experience in managing customer escalations – especially technical escalation
NetObjex is an amazing place to work. At NetObjex we want you to succeed at all levels and we support each other without question. Learning is built into every role and we give you ample room to grow. We make sure everyone is heard, considered, and respected. We have an inclusive, multicultural workplace that celebrates the diverse voices of our employees and brings together people with different ideas, perspectives, and backgrounds to create a stronger and more creative work environment that delivers amazing results. We do not discriminate our employees based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification. In fact, we go to great lengths to ensure our applicants and employees are respected, treated fairly and with dignity. We comply with all applicable state and local laws and make sure non-discrimination in employment along with gender equality.