Customer Support Agent

We are looking for a Customer Support Agent who is passionate about helping users navigate the world of crypto. You will become a key point of contact for customers, providing assistance with our ecosystem's core products: Pool, Coinhold, Wallet, Exchange, and P2P, as well as new products as they are launched. You'll work in a dynamic, global environment, supporting users in multiple languages and time zones.

Key Responsibilities:

• Provide timely support, training, and consultation to customers using EMCD products.
• Troubleshoot technical issues related to mining equipment; identify, localize, and assist in resolving errors.
• Log bugs and issues reported by users and communicate with them throughout the resolution process.
• Actively participate in weekly support team meetings.
• Collect and structure user feedback for internal teams.
• Handle first- and second-line support requests promptly and efficiently.
• Engage with users respectfully and empathetically, following internal communication guidelines.
• Offer assistance not only related to EMCD but also general user challenges, always maintaining clarity, friendliness, and professionalism.

Requirements:

• Experience in first-line customer support or technical support roles.
• Russian:Native
• English: Advanced (С1)

Preferred:

• Previous experience in the crypto industry (wallets, mining pools, blockchain-based platforms)
• Understanding of basic crypto principles and decentralized ecosystems
• Experience with mining equipment or working in mining pool environments.

Challenges:

• Responding to user queries within 1 minute 30 seconds
• Diagnosing issues based on logs and screenshots
• Onboarding and educating new users clearly and politely
• Supporting users during system or product instability
• Handling frustrated users professionally, especially when service expectations are not met
• Managing 40-50 support interactions per shift

What we offer:

• Fully remote work from anywhere in the world with a flexible work schedule;
• 100% paid sick leave and vacation;
• Corporate pricing for company products and the opportunity to set up your own mining farm using EMCD's infrastructure.
• Work in a leading mining pool with in-depth industry training.

If you're ready to lead and scale an innovative business in a high-growth market, apply today (send your CV with a cover letter)!