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Customer Relations Specialist
2 months ago
We're seeking a highly skilled Customer Relations Advisor to join our team at Ledger Enterprise. As a key member of our Customer Support team, you will be the first point of contact between our customers and our team, providing quick and efficient technical support and ensuring customer satisfaction.
Key Responsibilities:- Deliver a 24/7 Global service, working flexible shifts, generally on a 4 days-on 4 days-off rotation, from 6 am to 6 pm.
- 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 knowledge base articles, FAQs, and other support documentation.
- 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.
- Previous experience in customer support or in a customer-facing role.
- Outstanding written and verbal skills in English.
- Ability to learn about hardware & software products and to analyse technical and/or factual data.
- Proficiency in Google Docs, Sheets, Slides, Forms as well as Microsoft Excel & PPT.
- An interest or curiosity for cryptocurrencies and/or blockchain environments is a plus.
- Proficiency in Salesforce (or other Customer Experience Management Platforms) is a plus.
- Training: Get trained and gain experience in one of today's most exciting and growing industries.
- Medical: Comprehensive health insurance policy offering extensive medical, dental, and vision care coverage.
- Well-being: Personal development, coaching & fitness with our dedicated partners.
- Vacation: 28 days of paid leave per year.
- Social: Frequent social events, snacks, and drinks in our Holborn office.
- High tech: Access to high-performance office equipment and gadgets, including Apple products.
- Transport: Ledger reimburses part of your preferred means of transportation.
- Discounts: Employee discount on all our products.
We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability, or age.
