Customer Support Associate

7 days ago

India The Hashgraph Group Full time

Job Description About Us: The Hashgraph Group (THG) is a pioneering Swiss-based Web3 technology company operating exclusively within the Hedera Hashgraph ecosystem. As experienced and qualified Web3 practitioners and engineers, we design, develop, and deploy enterprise-grade solutions and decentralized applications on Hedera. With operations globally, we unlock new growth opportunities for business in the Web3 economy. We deliver more than technology we build business without barriers. Your Impact As a Customer Support Associate, you'll be the human touchpoint in a next-gen, AI-powered support environment. You'll guide users through the world of Web3, ensuring their journey is smooth, secure, and empowering whether you're supervising AI agents or diving deep into technical investigations. What You'll Do AI-Augmented Support & Triage - Monitor live support queues, stepping in when AI flags complex or sensitive issues. - Seamlessly take over from AI to resolve high-priority or emotionally charged cases. - Validate AI-generated responses for accuracy and empathy before they reach users. - Tag and categorize tickets to help train and improve our AI models. Technical Troubleshooting & On-Chain Analysis - Use block explorers (HashScan, Arkhia, DragonGlass) to verify transactions and balances. - Diagnose errors using Hedera response codes and explain them in plain English. - Investigate missing funds cases, identify smart contract risks, and resolve wallet issues. Security & Community Protection - Act as a human firewall: spot phishing, scams, and suspicious activity. - Educate users on self-custody and security best practicesnever handle private keys. Continuous Improvement & Collaboration - Document new issues and contribute to evolving Standard Operating Procedures (SOPs). - Gather technical artifacts for escalation, ensuring smooth handoffs to engineering teams. What You Bring - Web3/DLT Literacy: You understand blockchain basics, wallets, and exchanges. - Empathy & Communication: You translate complex concepts into clear, reassuring guidance. - Analytical Mindset: You investigate, not just escalate. - Adaptability: You thrive in a fast-paced, 24/7 global environment. - Language Skills: Native-level English, both written and spoken. Bonus Points For: - Experience with ITSM tools (especially with AI features). - Crypto/Fintech support background. - Familiarity with Hedera wallets (HashPack, Blade, WallaWallet) and Ledger devices. - Experience improving chatbot/LLM performance. Why Join Us - Shape the future of decentralized support. - Work with cutting-edge AI and blockchain technologies. - Be part of a global, mission-driven team.

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