Customer Success Support Specialist

As a close knit team of engineers working remotely from Auckland (New Zealand),Tirana (Albania), Shanghai (China), we are building Acala based on a core set of valueswe believe are in line with the tenets of web3:

- True decentralization
- Less Trust, More Truth
- Empowering individuals with more autonomy
- Integrity
- Accountability

Our team came together because of a deep desire to build the foundations for a new,inclusive financial system, in direct contrast to the clear shortcomings and challengesof the current system and institutions across geographies. Our team includes some ofthe leading blockchain innovators, Substrate and Rust developers, full-stack dAppdevelopers and economists.

The community we are building is therefore shaped by these values and the Acalamission. It is also fuelled by the wants and needs of the people building web3, whichincludes the basic needs of all humans:
● Inclusion, Care, Trust, & Respect
● Guidance and Support
● Friendship, Community, Real Relationships
● Empowerment


Are you someone with a track record of world class performance supporting users,providing helpful and fast responses, and also have a passion for cryptocurrency andblockchain? Are you resourceful, intelligent, curious, work autonomously, all ​while highly aligned and in support of the rest of the team? We would love to meet you.

You as a candidate will provide user support to users that have questions, concerns orconfusion that occur when using our technology. You must be able to answer supporttickets through email, our company’s social media accounts and more. As a candidateyou must be prepared to be the voice of the brand, and maintain a strong and goodrelationship between our community and our team members. You must be technicallysavvy and learn quickly.

Responsibilities

• Communicate with users through email, Facebook messages, Twitter mentions, Reddit posts and more.
• Resolve issues by understanding why the user is seeking assistance; determining the cause of the problem; selecting and explaining the best solution for client’s problem; following up to ensure resolution.
• Implement a support system such as Zendesk.
• Provide calm and prompt responses to clients.
• Recognize and forward complicated support issues to the supervising staff.
• Manage a large amount of support tickets.
• Maintain professional conduct/attitude.

Requirements

• 1 year + customer support experience and familiarity with help desk software/platforms.
• Be familiar with Blockchain, online wallets (ideally within the Polkadot-ecosystem)
• Strong communication skills
• Strong problem solving skills
• Familiarity with social media and community platforms, including Slack, Discord, Telegram, Reddit, etc.
• Ability to multitask, prioritize and manage time effectively

Bonus

• DeFi user
• Computer Science background
• Bachelor’s degree or equivalent
• Familiarity with Polkadot, Substrate, Ethereum, and Bitc​oin.

Benefits

• Competitive compensation and employee benefits
• Collaborative, transparent and empowering work culture.
• Flexible work time and generous paid vacations.
• Meaningful work on creating better technologies for a fairer future
• Opportunity to work in a multinational, high-performance team with diversebackgrounds. Our team not only have the most influential Substrate contributorand course lecturer, but also iTunes awarded app developers, part-time artists,competitive CS players, a snowboard coach, and a marathon runner.