Crypto Technical Customer Support Specialist (Portland, OR) NOT remote/No Visas
Posted on: January 13, 2022
Crypto - Technical Customer Success Specialist - Onsite in
Portland, OR (NOT remote)
Must have a GREAT passion for Cryptocurrency.
Fulltime Job - 4 weeks paid vacation + 7 paid holidays + 4%
401K-match + Free Company Benefits (medical/dental/vision) +
Pre-IPO Stock Options
Founded in 2014, Ledger is the smartest way to secure, buy,
exchange and grow your crypto assets. Recommended by Forbes,
TechCrunch & Bloomberg, Ledger is a global leader of security
solutions and infrastructure for Cryptocurrencies and Blockchain
applications and is trusted by 4 million customers in 200
countries. Ledger has offices in Paris, London, Zurich, Hong Kong,
Singapore, San Francisco, and (brand new) Portland, OR. The company
is experiencing fast growth and plans on hiring more than 100
Crypto leaders over the next few months. To learn more, please see
our exciting videos: https://youtu.be/7gb0Zv1u-ks and
https://youtu.be/aFQ1Z_Omz9U and https://youtu.be/T9i8IqY8rzE
(Ledger Vault), and the main company website
Ledger combines hardware and software expertise to secure Billions
of dollars' worth of 2,000 different crypto assets worldwide, and
15% of these assets are managed through the Ledger ecosystem.
There are different levels of Crypto - Technical Customer Success
Specialists, so there is always room to advance in title, base
compensation, and annual company equity grants (stock
options/shares). In December 2021, Ledger opened a NEW OFFICE in
Portland, OR to build a North American Customer Support Team from
scratch. Now is your chance to join the team from the
Ledger is a customer-centric company. We build solutions for our
customers, and we rely heavily on customer feedback to improve our
products. As part of the Customer Success team, this position will
be the first contact between our customers and our internal team.
You will be in charge of providing a quick and efficient technical
support and to do your very best to ensure "Customer
The Customer Requests you will receive will be Ledger product
related. They may involve complex transaction issues, staking
issues, derivation path issues, or private key issues, etc.
Occasionally, you may just be working on hardware related issues
that involve you helping a customer solving a stuck device problem.
If the answer cannot be found on our Support page, you will be the
person our customers will contact.
- This is a 100% Customer Support role, and will require you to
respond to tickets, and ensure customer satisfaction and reply to
day-to-day customer requests.
- Communicate clearly and concisely: write clear and
well-structured documentation on Customer Service Tickets and
follow up to ensure resolution.
- Identify recurring support trends and product performance
issues, providing timely feedback to our product team.
- Work to eliminate common support inquiries by suggesting
improvements to our knowledgebase articles, FAQs, and other support
documentation to ensure customers can self-serve as much as
- Be involved in support escalations as required to ensure timely
resolution according to SLAs on technical products.
- Communicate clearly and work effectively with other teams and
departments, such as our R&D, Legal, and Marketing teams.
- Always be learning - about both Crypto and Ledger products.
Crypto is constantly changing, and you'll need to stay on the
- Must have PASSIONATE ENTHUSIASM for Cryptocurrencies and
Blockchain. You will be required to complete a very detailed
"Crypto Survey/Case Study" in order to continue in the recruiting
process. Seeking passionate CRYPTO enthusiasts!
- Must be willing to work 50% REMOTE from Portland, OR. New hires
will work 100% Onsite during the first 4+ weeks of training, and
then will need to be in the office 2-3 days a week (50%
- Previous experience in customer support or in a customer-facing
role is highly desired. This is 100% Customer Support role
answering Support tickets and communicating directly with
- Must have great interpersonal skills with a "Customer First"
attitude and outstanding written and verbal English skills.
- Previous IT Help Desk Customer Support experience is also a
- Demonstrate a positive mental attitude and ability to
constantly learn more about Ledger hardware and software products
and to analyze technical and factual data
- Must have a strong proficiency in Google docs, sheets, slides,
forms as well as Microsoft Excel PPT; Zendesk is a plus.
Keywords: Ledger, Irvine , Crypto Technical Customer Support Specialist (Portland, OR) NOT remote/No Visas, IT / Software / Systems , Irvine, California
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