Blockchain Technical Support, Gunzilla Games

Responsibilities:

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
• Analyzing logs and working side by side with engineers finding issue clues.
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
• Serve as an internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
• Collect information and document bugs with Engineering for product issues that are impacting customers.
• Create process or troubleshooting documentation in the support knowledge base.

Requirements & Skills:

• Proficient English writing and speaking skills
• 2+ years of customer support, technical support, system administration, or related customer-facing roles.
• Understanding of various os: Linux, MacOS, Windows.
• Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment.
• Ability to learn new technologies quickly.
• Excellent relationship management, customer service, and communication skills in variety of forms (written, live chat, conference calls, in-person.)
• Ability to work independently with little direct supervision and as a part of a team.
• Good analytical and organizational abilities.
• Ability to remain calm, composed, and articulate when dealing with tough customer situations.
• Understanding of Blockchain, Ethereum in particular.
• Experience troubleshooting web applications
• Basic proficiency in HTML/CSS/JS
• Understanding of REST API and proficiency with Postman
• Proficiency with browser developer tools
• Experience with AWS, including Cloudwatch.
• Understanding Docker and Kubernetes.
• Experience working with security applications such as AV, VPN, Firewall, proxy.
• Linux troubleshooting experience a plus