L1 Support Specialist
You will serve as the first point of contact for clients, though this role is designed as a launchpad for you to rapidly learn, upskill, and advance into higher technical tiers. You'll respond promptly and professionally to incoming customer inquiries via email and the internal ticketing system, triage and categorize support tickets, and learn the Crystal blockchain analytics platform inside and out to assist users with platform navigation and basic questions. You'll dedicate regular time to internal training, studying, and shadowing to build the technical skills required for your future promotion, and you'll maintain accurate records of customer interactions while documenting all initial troubleshooting steps.
Responsibilities
- Respond promptly and professionally to incoming customer inquiries via email and the internal ticketing system
- Triage and categorize support tickets, ensuring complex issues are quickly routed to 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 technical skills for future promotion
- Maintain accurate records of customer interactions and clearly document all initial troubleshooting steps
Requirements
- 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
- Proficiency in Ukrainian or/and Russian
- A relentless drive to learn, an ambitious mindset focused on career advancement, and the adaptability to absorb complex technical information quickly
- Demonstrated technical curiosity through self-study, IT support experience, or personal tech hobbies
- Flexibility and willingness to accommodate potential 4-hour weekend shifts as support coverage expands