Senior Technical Support Agent (L2)

Who We Are 

FreedX is a newly established cryptocurrency exchange dedicated to providing a seamless, secure, and innovative trading experience. Our team comprises experienced professionals from the crypto, finance, and technology sectors, all passionate about driving the future of digital finance. At FreedX, we are committed to creating a platform that empowers our clients with the freedom to manage their digital assets confidently and efficiently. 

Our Vision 

At FreedX, our vision is to be the most trusted and reliable cryptocurrency exchange, offering unparalleled freedom and scalability to our clients. We aim to build a platform where users can trade and manage their assets with complete peace of mind, knowing that their security and reliability are our top priorities. We strive to continuously innovate and adapt to the evolving needs of the crypto market, ensuring that our clients have access to the best tools and services to achieve their financial goals. Join us on our journey to redefine the standards of digital asset trading and experience the freedom, reliability, and scalability that FreedX has to offer. 

Role Overview: 

As a Senior Technical Support Agent (L2) at FreedX, you are responsible for providing advanced support for complex technical issues and escalations from the Customer Support team. This role focuses on resolving in-depth technical problems, including platform functionality, account security, blockchain transactions, and trading-related inquiries. Working closely with cross-functional teams, you will document resolutions, contribute to the knowledge base, and support L1 agents by sharing expertise to enhance team capabilities. 

Key Responsibilities: 

• Advanced Troubleshooting and Escalation Management: Address complex technical issues, including platform functionality errors, technical trading inquiries, blockchain transactions, and escalations related to security. 

• Cross-Functional Collaboration: Work closely with product, compliance and other teams to resolve technical issues, acting as the bridge between customer support and technical departments. 

• VIP Client Requests: Serve as a primary contact for VIP clients, ensuring a high level of responsiveness and resolution for priority cases. 

• Knowledge Base Contribution and Documentation: Document solutions for intricate issues to expand the knowledge base, aiding in the training of L1 agents and improving the customer self-service portal. 

• Continuous Improvement and Training: Provide feedback to L1 agents on common issues, supporting their growth and helping to reduce escalations through enhanced knowledge transfer. 

• 3 years of technical support experience, with at least 1 providing support to a crypto or web3 product. 

• In-depth knowledge of platform troubleshooting, blockchain transactions, trading, and account security practices. 

• Extensive knowledge about cryptocurrencies and cryptocurrency trading practices. 

• Knowledge about blockchain and how blockchain transactions are done.  

• Exceptional analytical skills, with the ability to diagnose and resolve complex issues. 

• Proven ability to work cross-functionally and communicate technical information effectively. 

• Experience with documentation processes and creating resources for support teams. 

• Leadership skills to guide L1 agents during your shift and help them develop.  

• Comfortable with using all channels of support: Chat, Email, Phone and Social Media.  

What We Offer:

Competitive salary and performance-based discretionary bonuses,

Flexible work schedule, remote work opportunity

Generous paid leave

Opportunity for professional development, participation to industry events

FreedX is an equal opportunity employer. We stand for an open and inclusive work environment that fosters the well-being of everyone. We embrace and encourage differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our people unique.