Tech Support Specialist

CoinAPI is an all-in-one place with cryptocurrency APIs. We provide fast, reliable, and unified data APIs to institutional investors and enterprises. Read more at www.coinapi.io

After six years of our dynamic activity, we have over 10 employees in Poland, and we are currently working on several new projects and looking for people to join our team.

Your responsibilities

• Respond to customer inquiries and troubleshoot technical issues related to the cryptocurrency API software.
• Assist customers with integrating the cryptocurrency API into their applications and resolve any issues arising during the integration process.
• Collaborate with the customer success and sales team to provide timely and effective support to customers.
• Analyze customer feedback and identify areas for improvement in the cryptocurrency API software.
• Develop and maintain customer support documentation, such as FAQs and user guides, to help customers navigate the software.
• Stay up-to-date with industry trends and developments in cryptocurrency to better serve customers.
• Work with the product development team to communicate customer feedback and identify potential areas for growth and improvement.
• Continuously improve the customer support experience by identifying automation opportunities and implementing new tools and processes to streamline support operations.

Our requirements

• Minimum of 2 years of professional experience in a similar position in the B2B IT industry, with experience in API, data, system integrations, Postman, Curl, and different protocols (REST, Websocket)
• C1/CAE Level of English (both oral and written), good writing skills (a strong understanding of sentence structure, grammar, and punctuation)
• Experience in communicating with clients through various channels such as email, chat, slack, LinkedIn, and Discord.
• Proven ability to troubleshoot and resolve customer issues in a timely manner.
• Familiarity with customer support ticketing systems and processes.
• Ability to collaborate effectively with cross-functional teams, including developers and product managers, to resolve customer issues.
• Strong attention to detail and the ability to follow, create, or improve our standard operating procedures.
• Experience working with customers in the Cryptocurrency industry would be an advantage.

What we offer

• Satisfaction with organizing work from scratch. This often means testing ideas that could not work, owning and riding the result, and learning from it.
• Attractive remuneration package
• Friendly work climate with flexible working hours and remote work
• An independent role as an expert
• Possibilities of further professional development with our growing structure