Technical Support Representative

Responsibilities:

• UsePostmanto test, validate, and troubleshoot REST APIs.
• Monitor application and infrastructure performance usingGrafana, Kibana, and Datadog.
• Respond to Customer Inquiries: Provide timely and accurate responses to customer inquiries via phone, email, chat, or social media platforms.
• Resolve Issues: Address customer concerns, troubleshoot problems, and provide appropriate solutions to ensure customer satisfaction.
• Customer Support: Identifying customer needs and helping customers solve their issues. Reporting: Analyzing and reporting product malfunctions
• Handle Escalations: Escalate complex issues to the appropriate supervisor or manager for resolution as needed.

Qualifications:

• Fluency in English: Excellent verbal and written communication skills in English are essential
• Customer Focus: Service-oriented personality with a can-do attitude
• Problem-Solving Skills: Ability to think analytically, troubleshoot problems, and find creative solutions.
• Experience: 1-2 years in technical support handling international customers.
• Strong understanding ofREST APIs, JSON, authentication methods (OAuth, tokens, etc.).
• Hands-on experience usingPostmanfor API testing and debugging.
• Experience with monitoring and observability tools:
• Grafana(metrics dashboards)
• Kibana(log analysis)
• Datadog(APM, logs, metrics)
• Must have experience with XML ,JSON. Strong problem solving / troubleshooting skills.
• Familiarity with blockchain industry is a plus.
• Know how to use Zendesk. Cryptocurrency Experience is required
• Multitasking: Ability to manage multiple tasks simultaneously while maintaining attention to detail and quality.
• Team Player: Ability to work collaboratively in a team environment and contribute to a positive work culture.
• Adaptability: Flexibility to adapt to changing priorities, procedures, and technologies in a fast-paced environment.
• Willing to work onsite. Others: Strategic, Decisive, collaborative, innovative.