Customer Support Agent - Shift Work (f/m)

As a Customer Support Agent at Ledger, your primary responsibilities include providing excellent technical support to customers, addressing inquiries regarding Ledger products and services, documenting service tickets clearly, and identifying support trends. You will also need to collaborate with teams like R&D and Marketing for product improvement, ensuring that customer satisfaction remains a top priority.

To be eligible for the Customer Support Agent position at Ledger, candidates should have prior experience in customer support or a customer-facing role, outstanding written and verbal English skills, and a strong 'Customer First' attitude. Familiarity with digital assets, proficiency in tools like Google Docs and Salesforce, and an eagerness to learn about hardware and software products are also beneficial.

Customer Support Agents at Ledger work flexible shifts on a 4 days-on, 4 days-off schedule, generally from 6 am to 6 pm. This allows you to deliver a 24/7 global service while enjoying ample time off to recharge and pursue personal interests.

At Ledger, personal development is crucial. As a Customer Support Agent, you will have access to training opportunities in one of today's most exciting industries. Additionally, the company offers coaching and wellness initiatives to ensure your personal growth and well-being are supported.

Employees at Ledger can enjoy numerous benefits, including comprehensive health insurance, stock options, 28 days of paid vacation, social events, and discounts on Ledger products. Furthermore, you will have a supportive work environment with access to high-performance office equipment.

Before your interview, reflect on your customer support experience, highlighting specific situations where you solved complex issues or improved customer satisfaction. Relate these experiences to Ledger's customer-centric approach and how your skills can contribute to enhancing customer interactions.

When answering this, convey your empathy and problem-solving skills. Discuss your approach to understanding the customer's concerns, actively listening, and ensuring they feel valued. Provide a specific example of how you've successfully diffused similar situations in the past.

Prior to your interview, research Ledger's background, its role in the crypto industry, and its products, like the Ledger hardware wallets. Highlight your knowledge of their impact on security and how they enhance the customer experience, showing your enthusiasm for the company's mission.

In your response, discuss your method for assessing urgency based on customer needs and company SLAs. Provide an example where you successfully handled multiple tasks and explain the strategies you employed to ensure timely responses and customer satisfaction.

Discuss your experience with data analysis and trend identification by highlighting your approach to reviewing service tickets and feedback. Recommend developing guides or FAQs to help customers self-serve and reduce repetitive inquiries.

When answering this, focus on the context, your approach, and the outcome. Explain a situation where you diagnosed a technical issue, the steps you took to resolve it, and what you learned from the experience to enhance your problem-solving skills.

Express your familiarity with these tools and provide examples of how you've used them in past roles. If applicable, mention any relevant training you've undergone or how you adapt to new software, emphasizing your tech-savvy nature.

Share your genuine interest in cryptocurrencies and blockchain, perhaps by discussing a particular innovation that excites you. Highlight how this role combines your passion for technology and customer service, making it a perfect fit.

When addressing this question, convey the importance of adjusting your communication style. Detail your methods for explaining complex technical jargon in simple terms, ensuring that the customer feels understood and supported.

Identify essential qualities such as patience, empathy, excellent communication skills, and a knack for problem-solving. Use examples from your professional background to underline how you embody these traits and can contribute to Ledger's mission.