Customer Support Agent

2 дней назад

Almaty, Almaty, Казахстан EMCD Полный рабочий день 40 000 $ - 80 000 $ в год


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 ecosystem's core products: Pool, Coinhold, Wallet, Exchange, and P2P, as well as new products as they are launched. You'll 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 second-line 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 first-line customer support or technical support roles.
  • Russian:  Intermediate (B1) or higher
  • English:  Upper Intermediate (B2) or higher

Preferred:

  • Previous experience in the crypto industry (wallets, mining pools, blockchain-based 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 40-50 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 EMCD's infrastructure.
  • Work in a leading mining pool with in-depth industry training
  • Salary in USDT

If you're ready to lead and scale an innovative business in a high-growth market, apply today (send your CV with a cover letter)


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