L1 Support Specialist

More details: crystalblockchain.com

Duties and responsibilities:

• Respond promptly and professionally to incoming customer inquiries via email and our internal ticketing system;

• Triage and categorize support tickets, ensuring complex issues are quickly routed to our L2 and L3 technical teams;

• Learn the Crystal blockchain analytics platform inside and out to assist users with platform navigation and basic questions;

• Dedicate regular time to internal training, studying, and shadowing to build the technical skills required for your future promotion;

• Maintain accurate records of customer interactions and clearly document all initial troubleshooting steps.

Required:

• 2-4 years of experience in a customer support role;

• Strong foundational computer literacy and a reliable internet connection;

• Excellent written and verbal English communication skills;

• A relentless drive to learn, an ambitious mindset focused on career advancement, and the adaptability to absorb complex technical information quickly;

• Zero prior technical experience is required, just the drive to learn;

• Flexibility and willingness to accommodate potential 4-hour weekend shifts as our support coverage expands in the future.

Would be a plus:

• Proficiency in Ukrainian or/and Russian;

• A personal interest in blockchain technology, cryptocurrency, or the broader web3 space;

• Any previous exposure to ticketing workflows in platforms like Zendesk or Jira;

• A foundational understanding of the basic troubleshooting stack, including light familiarity with RESTful APIs, browser DevTools, and reading basic application logs to investigate stuck processes.