Technical Support Analyst

Bangalore /
Marketing /
⚡️ About Merkle Science
Merkle Science envisions a world powered by crypto. We are creating the infrastructure necessary to ensure the safe and healthy growth of this market, now at a $2 Trillion market cap. We are trailblazers and disruptors who are pushing the boundaries of innovation — to scale and mature so that a full range of individuals and corporations can transact with crypto safely.  

Backed by leading venture capital firms, we enable businesses to scale and mature so that a full range of individuals, entities, and services may transact with crypto safely. Our solutions provide next-generation crypto threat detection, risk management, and compliance for businesses, banks, and government agencies.  We are a global company with offices in Singapore, London, Bangalore, and New York.

What You Will Do

    • Understand our product, answer simple how do I questions, proficient enough to demo the system at a very high level
    • Understand APIs in order to troubleshoot, replicate and report product integration malfunctions
    • Provide direct client support across multiple channels (tickets, phone, chat)
    • Liaise with internal teams dependent upon the question/issue raised (Sales, Customer Success, Product, Engineering) to provide solutions to the client
    • Follow up with clients to ensure technical issues are resolved
    • Escalating issues internally, providing level of impact whilst regularly updating the client
    • Continually monitor processes and proactively identify opportunities for improvement
    • Full metrics yet to be defined however response time, number of tickets resolved, time to resolution, CSAT will be included

🙋What You Should Have

    • 2 to 3 years experience as a Customer Support agent
    • Technical experience and ability to troubleshoot, replicate and document product bugs essential
    • Strong familiarity with current concepts and technologies in crypto, blockchain, AML, risk intelligence (any or all) an advantage
    • Experience using help desk software and remote support tools
    • Excellent communication and problem solving skills
    • Advanced level of English (C1 or above)Ability to multitask and prioritise
    • Customer focused mindset
    • Ability to work in a team that offers 24/7 supportTeam player that can also work independently
    •  Ability to work in a global environment
❤️ Well Being, Compensation and Benefits
We care about your well-being. Along with excellent health insurance, we offer flexible time off, learning & development initiatives and hours that are designed to provide work/life balance.  We regularly host team-building sessions and encourage discussions around mental health.  

We reward talent and believe in acknowledging people for their contributions.  We offer industry-leading compensation, along with generous equity.  As a rapidly growing business, there are endless opportunities to grow your career with Merkle Science.