Customer Support Agent
Customer Support Agent
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
We are looking for a Customer Support Agent who is passionate about helping users navigate the world of crypto. You will become a key point of contact for customers providing assistance with our ecosystems core products: Pool Coinhold Wallet Exchange and P2P as well as new products as they are launched. Youll work in a dynamic global environment supporting users in multiple languages and time zones.
Key Responsibilities:
- Provide timely support training and consultation to customers using EMCD products.
- Troubleshoot technical issues related to mining equipment; identify localize and assist in resolving errors.
- Log bugs and issues reported by users and communicate with them throughout the resolution process.
- Actively participate in weekly support team meetings.
- Collect and structure user feedback for internal teams.
- Handle first and secondline support requests promptly and efficiently.
- Engage with users respectfully and empathetically following internal communication guidelines.
- Offer assistance not only related to EMCD but also general user challenges always maintaining clarity friendliness and professionalism.
Requirements:
- Experience in firstline customer support or technical support roles.
- Russian: Upper Intermediate (B2 or higher
- English: Upper Intermediate (B2 or higher
- One of the following languages Spanish Arabic French or Chinese Upper Intermediate (B2 or higher
Preferred:
- Previous experience in the crypto industry (wallets mining pools blockchainbased platforms)
- Understanding of basic crypto principles and decentralized ecosystems
- Experience with mining equipment or working in mining pool environments
- Willingness to work evening or night shifts (UTC time)
Challenges:
- Responding to user queries within 1 minute 30 seconds
- Diagnosing issues based on logs and screenshots
- Onboarding and educating new users clearly and politely
- Supporting users during system or product instability
- Handling frustrated users professionally especially when service expectations are not met
- Managing 4050 support interactions per shift
What we offer:
- Fully remote work from anywhere in the world with a flexible work schedule;
- 100 paid sick leave and vacation;
- Corporate pricing for company products and the opportunity to set up your own mining farm using EMCDs infrastructure.
- Work in a leading mining pool with indepth industry training
- Salary in USDT
If youre ready to lead and scale an innovative business in a highgrowth market apply today!
Employment Type
Full Time
