L1 Support Specialist
Skills
About the Role
As an L1 Support Specialist you will be the first point of contact for clients. You will respond to inquiries via email and our internal ticketing system, triage and categorize tickets, learn the blockchain analytics platform to assist users with navigation and basic questions, dedicate regular time to internal training, and maintain accurate records of customer interactions.
Requirements
- 2-4 years of experience in a customer support role
- Strong foundational computer literacy and a reliable internet connection
- Excellent written and verbal English communication skills
- A relentless drive to learn, an ambitious mindset focused on career advancement, and the adaptability to absorb complex technical information quickly
- Zero prior technical experience is required, just the drive to learn
- Flexibility and willingness to accommodate potential 4-hour weekend shifts as our support coverage expands in the future
Responsibilities
- Respond promptly and professionally to incoming customer inquiries via email and our internal ticketing system
- Triage and categorize support tickets, ensuring complex issues are quickly routed to our L2 and L3 technical teams
- Learn the blockchain analytics platform inside and out to assist users with platform navigation and basic questions
- Dedicate regular time to internal training, studying, and shadowing to build the technical skills required for your future promotion
- Maintain accurate records of customer interactions and clearly document all initial troubleshooting steps