Technical Support Representative III

Salary: €40,000/yr

Schedule: 5:00 AM to 2:00 PM Ireland (Wednesday to Sunday ; Monday and Tuesday off) - likely will change to 6AM or 7AM start time

Type of Contract: Full Time Employment

Work Set Up: Permanent Remote / Work-At-Home

Equipment Provision: Bring-Your-Own-Device (BYOD)

Job Summary: The Technical Support Representative III is responsible for providing advanced technical support to customers who are experiencing complex technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. 

What does a day in the life as a Technical Support Representative look like?

• Provide advanced technical support to customers who are experiencing complex technical issues with their products or services while delivering excellent customer service
• Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Report system issues to leadership
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs 
• Perform other duties as assigned

What are the required qualifications of a Technical Support Representative?

• 3 years experience in a technical support role or equivalent
• Crypto-currency background and hands-on experience 
• Familiarity or experience in scripting, coding is a plus 
• Must have high school diploma or equivalent
• Must be 18 years of age or older
• Strong communication skills, both verbal and written
• Advanced technical troubleshooting skills in hardware, software, and/or network systems
• Proficiency in using computer applications and software
• Experience using a CRM preferred, but not required

What are the core competencies needed as a Technical Support Representative?

• Customer Service/Focus
• Technical Knowledge
• Critical Thinking
• Investigative Mindset/Curiosity
• Patient and Empathetic Attitude
• Teamwork
• Results-oriented

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