Customer Support Engineer

Summary

Join Hiveon, a leading global platform for cryptocurrency mining and infrastructure provider for HPC businesses, as a Customer Support Engineer. You will provide daily support to users of our software, analyze problems, and create solutions. This role requires 1.5+ years of experience in customer/technical support, good computer hardware knowledge, mining experience, fluency in English and Ukrainian, and advanced soft skills. Experience with Jira and awesome time management skills are essential. Hiveon offers a remote work environment with flexible hours, unlimited vacations and sick leaves, learning and development opportunities, and a collaborative culture.

Requirements

• 1,5+ years of experience in customer/technical support (L1/L2) in IT product companies
• Good computer hardware knowledge (assembling, BIOS setup, troubleshooting etc)
• Mining experience (practical or theoretical)
• Previous experience in crypto
• Fluency in English
• Fluency in Ukrainian
• Advanced soft skills to engage in a polite, professional, and timely manner with difficult clients to explain in-depth issues and resolutions
• Experience with Jira
• Awesome time management skills

Responsibilities

• Provide daily support to users of our software including answering questions, helping customers understand the service, analyzing problems, and quickly forming solutions to customer satisfaction
• Maintain the records of daily interactions with customers, report issues, and contribute to the improvement of support
• Maintain a positive, empathetic, and professional attitude toward customers while demonstrating problem-solving skills and excellent customer service
• Cooperate with product development team (Product, Design, Engineering teams) on users’ feedback on the improvement of our software
• Be accountable for the troubleshooting, communication, and tracking of all issues

Preferred Qualifications

Linux skills (installation, troubleshooting, command line)

Benefits

• Remote work with absolutely flexible working hours
• Unlimited vacations & sick leaves
• Learning & Development events compensation