Technical Support Analyst

Merkle Science
 Bangalore
  •  Full Time
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We are the catalysts enabling crypto companies — trailblazers and disruptors which are pushing the boundaries of innovation — to scale and mature so that a full range of individuals, entities, and services may transact with crypto safely.

What You Will Do

  • Understand our product, answer simple how do I questions, proficient enough to demo the system at a very high level
  • Understand APIs in order to troubleshoot, replicate and report product integration malfunctions
  • Provide direct client support across multiple channels (tickets, phone, chat)
  • Liaise with internal teams dependent upon the question/issue raised (Sales, Customer Success, Product, Engineering) to provide solutions to the client
  • Follow up with clients to ensure technical issues are resolved
  • Escalating issues internally, providing level of impact whilst regularly updating the client
  • Continually monitor processes and proactively identify opportunities for improvement
  • Full metrics yet to be defined however response time, number of tickets resolved, time to resolution, CSAT will be included

 

What You Should Have

  • 2 to 3 years experience as a Customer Support agent
  • Technical experience and ability to troubleshoot, replicate and document product bugs essential
  • Strong familiarity with current concepts and technologies in crypto, blockchain, AML, risk intelligence (any or all) an advantage
  • Experience using help desk software and remote support tools
  • Excellent communication and problem solving skills
  • Advanced level of English (C1 or above)Ability to multitask and prioritise
  • Customer focused mindset
  • Ability to work in a team that offers 24/7 support
  • Team player that can also work independently
  • Ability to work in a global environment

 

Well Being, Compensation and Benefits

We care about your well-being. Along with excellent health insurance, we offer flexible time off, learning & development initiatives and hours that are designed to provide work/life balance. We regularly host team-building sessions and encourage discussions around mental health.

We reward talent and believe in acknowledging people for their contributions. We offer industry-leading compensation, along with generous equity. As a rapidly growing business, there are endless opportunities to grow your career with Merkle Science.