Customer Solutions Specialist
D
DuneCrypto
US East Coast (EST) or Europe West (GMT or CEST), EST, GMT, CESTFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- SQL
Requirements
- 2+ years of experience in customer support, technical support, or similar roles
- Experience with crypto data, ideally with hands-on use of Dune
- Familiarity with SQL or basic data querying to help diagnose user issues firsthand
- A proven ability to stay organized and thrive under pressure in a fast-paced, multi-channel support environment
- Strong investigative skills and a problem-solving mindset, with the curiosity to dive into technical issues
- Excellent communication skills, with an empathetic approach to helping users navigate challenges
- Based in the US East Coast (EST) or Europe West (GMT or CEST)
Responsibilities
- Troubleshoot and resolve technical issues for paid users across high-traffic support channels (Slack, Telegram, Zendesk)
- Stay curious and proactive, digging deep into complex customer issues to identify root causes and drive resolutions
- Collaborate with Product and Engineering to escalate problems and ensure user needs are addressed effectively
- Develop and refine support documentation, FAQs, and user guides to empower users and streamline support
- Built automation workflows that proactively address recurring customer issues, enhancing the overall support experience at scale
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