Location: Anywhere you want! We encourage qualified applicants from anywhere in the world to apply.
Language: English is the primary working language at Civic.
Position overview: We are looking for a motivated Support Analyst who is never tired of learning and aims to deliver world class customer service at the highest level. Come join our employee-first organization and be on the cutting edge of tech like NFTs, Web 3.0, and DeFi!
Responsibilities:
Provide world-class support to Civic users and customers by investigating, troubleshooting and resolving cases across email, social media, and chat
Manage, prioritize and respond to Tier 2 issues, inquiries and escalations
Work closely with development and product teams to triage bugs, escalate issues and identify root causes to improve user experience
Serve as the domain expert for multiple workflows, policies and tools
Stay up to date on product launches, changes in policy, known issues, pain points, and feature requests
Function as the voice of the customer and provide internal feedback on how Civic can better serve them
Requirements:
Minimum Bachelor’s degree
2+ years in related customer support role
Demonstrated passion for customer service and ability to solve problems and deliver positive results for customers with high level of empathy
Excellent written communication skills in English with the ability to explain complex topics in easily understood, concise language
Experience with Zendesk, Slack, JIRA
Must be available to work US business hours
Preferred Qualifications:
Familiarity with NFT highly preferred
Experience in KYC
Experience with Discord