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Tech Customer Success Specialist
Posted on 11/26/2022
INACTIVE
Locations
Portland, OR, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Marketing
Word/Pages/Docs
Excel/Numbers/Sheets
Zendesk
Requirements
  • Previous experience in customer support or in a customer-facing role
  • Must have a “Customer First” attitude
  • Strong interest for cryptocurrencies and/or blockchain environments is a must
  • Ability to learn about hardware & software products and to analyse technical and/or factual data
  • Equity: Employees are the foundation of our success, and we award stock options so you can share in that success as we grow
  • Flexibility: A hybrid work policy. Early birds and late risers are equally welcome. No night shifts. Traditional and alternative weekend work days are available
  • Remote policy: First 4 weeks 100% onsite for a stronger onboarding experience, then hybrid setup onsite / remote will be possible (with a minimum of 2 days per week in our Portland office)
  • Social: Annual company outing for Ledgerdary Days, plus frequent social events, snacks and drinks
  • High tech: Access to high performance office equipment and gadgets, including Apple products
  • Discounts: Employee discount on all our products
Responsibilities
  • Ensure customer satisfaction & reply to day-to-day customer requests
  • Communicate clearly and concisely: write clear and well-structured documentation on service tickets and follow up to ensure resolution
  • Identify recurring support trends and product performance issues, providing timely feedback to our product team
  • Work to eliminate common support inquiries by suggesting improvements to our knowledgebase articles, FAQs, and other support documentation to ensure customers can self-serve as much as possible
  • Be involved in support escalations as required to ensure timely resolution according to SLAs on technical products
  • Communicate clearly and work effectively with other teams and departments, such as our R&D, Legal, and Marketing teams
  • Participate in external events around the world
  • Always be learning - about both crypto and also Ledger's products. A week in crypto is a lifetime in other industries, and you'll need to stay on the cutting edge
Desired Qualifications
  • Outstanding written and verbal skills in English, fluency in Spanish is a plus
  • Proficiency in Google docs, sheets, slides, forms as well as Microsoft Excel PPT; Zendesk is a plus
Ledger

201-500 employees

Crypto management platform
Company Overview
Ledger aims at securing the new disruptive class of crypto assets: Financial assets like cryptocurrencies or Initial Coin Offerings (ICOs), Data assets like sensors, Internet of Things (IoT) devices or machine to machine, and Digital identities like second factor authentication or passwordless login.