Technical community support manager (Remote)

First level technical support manager will be responsible for:

• answering users in official channels,
• researching issues,
• guiding users,
• moderating the chats.

Technical support representative will address user concerns, complaints and inquiries in a professional and compassionate manner.

Representatives should also be able to explain some technical aspects using easy-to-understand language. The ideal candidate should have technical background, experience in crypto systems and working with crypto communities as moderator.

Responsibilities:

• Support users by responding to questions and concerns in official community SORA, Polkaswap, and Fearless wallet channels
• Research, diagnose, and identify solutions to resolve issues (including the ones that require some level of technical knowledge), guide users through corrective steps
• Ask users targeted questions to quickly understand the root of the issue
• Troubleshoot common issues, clarify the issues with the development team
• Report bugs and new suggestions to the development team
• Moderate messages, make announcements, update chat rules
• Make sure users follow chat rules
• Write and maintain documentation in order to guide users, update wiki
• Communicate with the marketing team and help with AMA and other community activities
• Test new system update

Requirements:

• Superior problem-solving capabilities
• Excellent user service and analytical skills
• Good understanding of computer systems, mobile devices and other tech products
• Technical skills: query commands, work with command line, use tools like explorers, polkadot js apps, etherscan to analyse issues
• Previous help desk/chat moderator experience
• Ability to communicate in a professional manner
• Patience: helping people who are stressed or angry might be emotionally difficult, so the ability to remain calm and focus on the main mission of resolving the issue is a must.
• High focus on the quality and user satisfaction
• Have experience in working with crypto communities
• Good written English
• Remote work for at least 8 hours per day