Customer Support Associate

2 days ago

India Morocco The Hashgraph Group AG Full time ₹ 30,00,000 - ₹ 45,00,000 per year


Your mission

The Hashgraph Group (THG) is a global organization headquartered in Switzerland, and is a part of the Hedera Hashgraph ("Hedera") ecosystem.  
 
Hedera is a revolutionary proof-of-stake public Distributed Ledger Technology (DLT) network that is fast emerging as the gold standard in DLT for enterprise-grade solutions and decentralized applications (dApps). Hedera is governed by a council of the world's leading organizations - which include Google, Boeing, IBM, Dell, Deutsche Telekom, LG, Abrdn, London School of Economics,  to name a few.
 
THA works closely with enterprises, startups, governments, and academic and training institutions around the world to deliver financing, custom-design solutions, and professional training and innovation programs, aimed at accelerating the development and utilization of the Hedera Hashgraph network.

Your profile

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 practices—never 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 us?

What we offer
A unique opportunity to be a part of the world's leading DLT ecosystemSignificant career growth potential in a fast growing sectorWorking with colleagues and on projects across the globeOpen and direct communication, flat structuresFlexible working hoursCompetitive salary package

About us

The Demo Daten GmbH is a fictional company created by Personio to familiarize our customers with our software.

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