(Remote) Customer Support Eng.

1 week ago

Remote, India Nordek Full time

**Job Title**: Customer Experience (CX) (Customer Support Engineer)

**Years of Experience**:2+ Years

**Location**: India, REMOTE

**Company**:Nordek

**Must Have**:Web3 / BlockChain Industry Exp.

**Overview**:
**Responsibilities**:

- Be the single point of contact for all the assigned products to you for our customers.
- Diagnose and troubleshoot functional & technical issues related to our products and services as reported by our customers.
- Collaborate with cross-functional teams, including Engineering, Product Management, and Sales, to resolve customer issues and escalate complex problems as needed.
- Document and track customer inquiries, reported issues, and resolution steps in our CRM system.
- Guide customers through product installations, configurations, and software updates, ensuring smooth onboarding and adoption.
- Develop and maintain knowledge base articles, FAQs, and troubleshooting guides to assist customers with self-service support options.
- Participate in product testing, quality assurance, and feedback collection to identify and address areas for improvement.
- Proactively communicate with customers to provide updates, gather feedback, and ensure their satisfaction with our products and services.
- Stay current with industry trends, best practices, and emerging technologies to enhance technical expertise and customer support capabilities.

**Mandatory Qualifications**:

- Bachelor's degree in Computer Science, Information Technology, or related field.
- Excellent communication skills, both verbal and written
- Proven experience in a customer support role, preferably in a **WEB-3 / BlockChain** or Fin-Tech industry.
- Good understanding of the Blockchain based products and services.
- Proficiency in using CRM systems, help desk software such as Zoho, Zendesk etc.
- Strong technical aptitude and troubleshooting skills, with the ability to analyze and resolve complex product issues.
- Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.
- Customer-focused mindset with a passion for delivering exceptional service and support.
- Strong problem-solving skills and attention to detail, with a commitment to continuous learning and improvement.
- Flexibility to work occasional evenings, weekends, or holidays to provide after-hours support as needed.

**Qualifications(Nice to have)**:

- Certifications in relevant technologies
- Basic awareness of the software development life cycle including Database and basic product setups.
- Familiarity with agile development methodologies, DevOps practices, and continuous integration/continuous deployment (CI/CD) pipelines.
- Knowledge of ITIL (Information Technology Infrastructure Library) principles and IT service management best practices.

**Join us in shaping the future of Blockchain Technology.**

**Job Types**: Full-time, Part-time

Pay: From ₹17,000.00 per month

Expected hours: 40 per week

**Benefits**:

- Paid sick time
- Work from home

Schedule:

- Day shift
- Night shift

**Experience**:

- Web3/ BlockChain: 1 year (required)
- FIN-TECH: 1 year (required)
- Customer support: 3 years (required)

**Language**:

- Fluent English (required)

Work Location: Remote

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