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Technical Support Specialist

Ledger

Ledger

IT, Customer Service
Paris, France
Posted on Saturday, May 25, 2024
We're making the world of digital assets accessible and secure for everyone. Join the mission.
Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in the UK, US, Switzerland and Singapore, Ledger has a team of more than 700 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 7 millions units already sold in 200 countries.
At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Hear from our employees how they shape the work we do here.
We're making the world of digital assets accessible and secure for everyone. Join the mission.
Ledger Enterprise: Technical Support Specialist
Location: Paris
Reporting to: Director of Service Delivery Management
Team: Global Operations Team

Primary Responsibilities

  • Technical Support: Respond to technical support requests from B2B clients. Ensure that issues are resolved in a timely and efficient manner.
  • Incident Investigation: Proactively investigate incidents by analyzing logs, system data, and other diagnostic tools. Collaborate with the Engineering team to identify root causes and implement immediate fixes.
  • Incident Management: Act as an Incident Manager for Service Delivery Management (SDM). Coordinate the response to critical incidents, ensuring timely communication and resolution.
  • Continuous Improvement: Once an incident is closed, lead the continuous improvement process. Conduct root cause analysis and work with cross-functional teams to implement long-term solutions.
  • Technical Reporting: Generate and review technical KPIs related to platform performance, including uptime, response times, and error rates. Prepare regular reports for internal stakeholders and clients.
  • Client Onboarding: Assist in the technical onboarding of new clients, including the setup and configuration of our solutions according to their specific needs.
  • Documentation: Create and maintain technical documentation, including FAQs, knowledge base articles, and client-facing guides, to improve product understanding and reduce the number of incoming support tickets.
  • Cross-Team Collaboration: Act as the liaison between the Service Delivery Management team and other departments such as Engineering, Sales, and Product Management to ensure seamless service delivery.
  • Training and Enablement: Conduct training sessions for clients to ensure effective use of our products and services. Also, train internal teams on best practices for client support.
  • Escalation Management: Serve as the point of escalation for unresolved issues, coordinating with senior management and technical experts to bring issues to resolution.

Requirements

  • Experience: 2-4 years of experience in a client-facing technical role, such as technical support, QA, or a similar role. Experience in a B2B setting is preferred.
  • Technical Proficiency: Advanced understanding of blockchain technology and the cryptocurrency ecosystem. Ability to perform first-level analysis and troubleshooting before escalating to the Engineering team.
  • Communication Skills: Strong verbal and written communication skills are essential. The ability to communicate complex technical issues in a clear and concise manner to a non-technical audience is crucial.
  • Educational Background: Bachelor's degree in Engineering, Computer Science, MIS, or a comparable field is preferred. Additional certifications in IT service management or related fields are a plus.
  • Problem-Solving: A curious, analytical mind with strong problem-solving skills. Must be able to identify issues and think critically to propose effective solutions.
  • Teamwork: Ability to work well in a team as well as independently. Must be able to collaborate with multiple departments to ensure seamless service delivery.
  • Client Focus: A strong customer service orientation with the ability to empathize with clients' needs and challenges.
  • Project Management: Basic project management skills, including the ability to manage multiple tasks simultaneously and meet deadlines.
  • Adaptability: Comfortable in a fast-paced, ever-changing environment. Must be able to adapt to new technologies and procedures as the company evolves.
  • Compliance Awareness: Familiarity with industry regulations and compliance standards related to data security and privacy.
  • Language Skills: Fluent in English, both written and spoken. Additional languages are a plus but not required.
  • Software Skills: Proficiency in using customer relationship management (CRM) software, ticketing systems, and other tools commonly used in technical support roles.

What’s in it for you?

  • Equity: Employees are the foundation of our success, and we award stock options so you can share in that success as we grow.
  • Flexibility: A hybrid work policy.
  • Social: Annual company outing for Ledgerdary Days, plus frequent social events, snacks and drinks
  • Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage.
  • Well-being: Personal development, coaching & fitness with our dedicated partners.
  • Vacation: Five weeks of paid leave per year, in addition to national holidays and rest & relaxation (RTT) days.
  • High tech: Access to high performance office equipment and gadgets, including Apple products.
  • Transport: Ledger reimburses part of your preferred means of transportation.
  • Discounts: Employee discount on all our products.
We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.
#LI-HG #LI-Hybrid