WHAT YOU'LL DO:
* Provide Level 2 technical support to clients, promptly addressing their inquiries and concerns with integrity and expertise.
* Offer mentorship and expert advice on our software's functionalities, features, and optimal usage, ensuring clients improve their potential.
* Resolve intricate technical issues pertaining to our product, advancing intricate cases as needed for efficient resolution.
* Assist clients in seamless API integration, furnishing comprehensive documentation and hands-on support for smooth implementation.
* Collaborate closely with internal teams, including developers, product managers, and QA, to drive ongoing enhancements and ensure exceptional customer satisfaction.
* Develop and maintain user documentation, including knowledge base articles, FAQs, and user guides, to empower clients and support team members.
WHAT YOU'LL BRING:
* Bachelor's degree in Computer Science, Information Technology, or a related field.
* A minimum of 5 years of experience in technical support
* Strong knowledge of API integration, RESTful APIs, and API troubleshooting.
* Proficiency in scripting languages such as Python, JavaScript, or Bash.
* Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.
* Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
* Strong customer service skills and a commitment to delivering a high level of client satisfaction.
* Ability to work independently and as part of a team, managing multiple tasks and priorities.
* Technical knowledge in blockchain and crypto is a big plus