Customer Support Agent

Paris, France
Marketing – Customer Support
CDI
Position
Ledger is looking for a Customer Support Agent to integrate the Customer Success team.As part of its strong growth, Ledger – a technology leader in digital asset and crypto-security solutions. Your goal will be to provide quick and efficient technicalsupport ensure customer satisfaction. We are looking for talent who want to join a growing team in a fast paced start-up. You will have a direct impact on customer satisfaction, and the renowned of the company.

Missions

    • Ensure customer satisfaction & reply to day to day customers requests
    • Involved in customer escalation as per escalation procedure or as required to ensure timely resolution according to SLAs on technical products
    • Creates clear service tickets  and follows up to ensure resolution
    • Analyse current trends (market, product performance,...) & improve the customer support content (FAQ, Macros) with the manager in order to always have the best answers for our customer 
    • Communicate clearly and work effectively with other teams and departments, in particular Technical & Legal teams.
    • Keep rigorously trained and up-to- date on the company’s products.

Requirements

    • During your studies and your previous experiences, you had the opportunity to participate to dynamic projects:
    • First  work experience ideally related to a customer support positionBe a crypto enthusiast (important -> must have)
    • Ability to understand and learn about hardware and software products
    • The ideal person will possess outstanding written and verbal skills in English, another language is a plus
    • Ability to effectively work with both internal and external users 
    • Must have a “Customer First”  attitudeProficiency in Google docs, sheets, slides, forms as well as Microsoft Excel PPTInterest in working with a support desk and ticketing tools to create and track incident tickets (Zendesk is a plus)
    • Ability to analyze technical and factual data, to search for references in technical booklet (brochure) 
    • Understanding the cryptocurrencies or blockchain environments is mandatory

    • In return you will get:
    • Attractive package
    • Work in an international and dynamic environment
    • Join one of the fastest growing technology companies in Europe
    • Flat hierarchy and co-operative working atmosphere
    • Freedom to execute own idea’s