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Technical Support Engineer

Employer
Ankr
Location
UK
Salary
Competitive
Closing date
15 Sep 2021

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Sector
Technology & New Media
Contract Type
Permanent
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About AnkrAnkr provides Web3 infrastructure for easy, accessible and affordable deployment of blockchain nodes, API's, decentralized staking infrastructure and Layer 2 scaling solutions, designed to lower the entry barrier for everyday people, enterprises, and developers to contribute to blockchain ecosystems. Check us out at https //www.ankr.com/

Ankr was founded in 2017 in Berkeley, California. Its founding team and headquarters are based in San Francisco. Ankr's distributed team of 50+ people operates from offices in San Francisco, Shanghai, Moscow, and Amsterdam.

Responsibilities
  • Investigate client inquiries and provide "white glove" assistance via phone, email, or chat
  • Provide first response to technical issues, solve where possible
  • Properly triage and escalate unresolved issues to appropriate internal teams in an effective, tactical, and empathetic manner
  • Track customer inquiries through to resolution, maintaining a timely cadence of communication
  • Develop and maintain technical and non-technical playbooks
  • Prioritize and manage several open inquiries at one time
  • Maintain a high bar for client experience by setting an example through performance and work ethic
  • Participate in an on-call rotation to handle high priority queues
  • Must work in a defined shift, as required by the business
  • Willingness to work a weekend shift is required
Requirements
  • 5+ years of work experience in a technical support setting, within financial institutions preferred
  • Technical troubleshooting experience with command-line interfaces is required
  • Strong problem-solving and troubleshooting skills
  • Fantastic communication skills, both verbal and written
  • Good understanding of Google apps, Freshdesk, JIRA
  • Flexible and adaptable to meeting the evolving needs of fast paced organization undergoing tremendous growth
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