Senior Technical Support Agent (L2)

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Requirements:

• 3 years of technical support experience, with at least 1 year in a crypto or web3 product.
• In-depth knowledge of platform troubleshooting, blockchain transactions, trading, and account security practices.
• Extensive knowledge about cryptocurrencies and cryptocurrency trading practices.
• Exceptional analytical skills for diagnosing and resolving complex issues.
• Proven ability to work cross-functionally and communicate technical information effectively.
• Experience with documentation processes and creating resources for support teams.
• Leadership skills to guide and develop L1 agents.

Responsibilities:

• Address complex technical issues, including platform functionality errors and trading inquiries.
• Collaborate closely with product, compliance, and other teams to resolve technical issues.
• Serve as a primary contact for VIP clients, ensuring high responsiveness and resolution on priority cases.
• Document intricate issue solutions to enhance the knowledge base and support L1 agents.
• Provide feedback and training to L1 agents to improve their skills and reduce escalations.