L1 Support Specialist
Crystal Intelligence provides an advanced blockchain analytics platform for crypto crime investigation, compliance, and risk management. Their AI-powered tools help clients like financial institutions, government agencies, and crypto exchanges to trace crypto movements, uncover illicit finance, and enforce compliance.
About Crystal Intelligence
Crystal Intelligence is a blockchain analytics platform that provides solutions for crypto crime investigation, compliance, and risk management. The platform offers tools for tracing wallets, visualizing transaction flows, monitoring risks, and classifying entities using AI-powered analytics. Crystal serves a variety of clients, including banks, payment providers, governments, law enforcement agencies, and digital asset/crypto exchanges. Their services help organizations flag crypto risks in real-time, accelerate KYC processes, automate compliance, trace illicit networks, and simplify regulatory adherence. The company also offers training, certification, and advisory services to help clients navigate the crypto landscape and meet regulatory standards.
Skills
About the Role
You will serve as the first point of contact for clients, though this role is designed as a launchpad for you to rapidly learn, upskill, and advance into higher technical tiers. You'll respond promptly and professionally to incoming customer inquiries via email and the internal ticketing system, triage and categorize support tickets, and learn the Crystal blockchain analytics platform inside and out to assist users with platform navigation and basic questions. You'll dedicate regular time to internal training, studying, and shadowing to build the technical skills required for your future promotion, and you'll maintain accurate records of customer interactions while documenting all initial troubleshooting steps.
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
- Proficiency in Ukrainian or/and Russian
- A relentless drive to learn, an ambitious mindset focused on career advancement, and the adaptability to absorb complex technical information quickly
- Demonstrated technical curiosity through self-study, IT support experience, or personal tech hobbies
- Flexibility and willingness to accommodate potential 4-hour weekend shifts as support coverage expands
Responsibilities
- Respond promptly and professionally to incoming customer inquiries via email and the internal ticketing system
- Triage and categorize support tickets, ensuring complex issues are quickly routed to L2 and L3 technical teams
- Learn the Crystal 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 technical skills for future promotion
- Maintain accurate records of customer interactions and clearly document all initial troubleshooting steps