Customer Support Agent

Help deliver a 24/7 Global service, working flexible shifts, generally on a 4 days-on 4 days-off rotations, from 6 am to 6 pm. Ensure customer satisfaction & reply to day-to-day customer requests. Communicate clearly and concisely: write clear and well-structured documentation on service tickets and follow up to ensure resolution. Identify recurring support trends and product performance issues, providing timely feedback to our product team. Work to eliminate common support inquiries by suggesting improvements to our knowledge base articles, FAQs, and other support documentation to ensure customers can self-serve as much as possible. Be involved in support escalations as required to ensure timely resolution according to SLAs on technical products. Communicate clearly and work effectively with other teams and departments, such as our R&D, Legal, and Marketing teams. Participate in external events around the world. Always be learning - about both crypto and also Ledger’s products.