Summary

About the Help Desk Team:

The Help Desk team acts as a first point of contact for customers, solve the most common problems users may have, and gather all the necessary information before escalating to the higher support levels.

As an Associate Helpdesk Consultant, you will provide conversation (chat) support to customers of MetaMask and additional Consensys products.

We are seeking a detail-oriented, thorough and organized candidate to join our growing team. Youll need excellent problem-solving, communication, and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team.

The ideal candidate will understand Ethereum and the Blockchain Ecosystem and have a B2+ Proficiency level in English both written and verbal.

What you'll do:

You will be responsible for responding to customer support requests by following the agreed procedures;

• Work in a Thursday to Monday shift (Weekends) (subject to change for business needs) 
• Learn to use professional concepts 
• Apply knowledge and basic problem-solving techniques to define and resolve problems
• Determines a course of action based on guidelines.

Would be great if you brought to the role:

• Prior experience in a support role or Bachelor's degree in a Technical university
• Excellent problem-solving skills
• Strong communication and interpersonal skills
• Enthusiasm for continual learning and interest in blockchain technologies
• Ability to work in a team
• Customer-friendly attitude
• Patience
• Follow through on commitments, take responsibility for work, and deliver work on time
• Ask questions to clarify expectations 
• Own failures and learn from them

The Value You Deliver

• Collaborating with peers, finding opportunities to improve and develop better practices and procedures to improve the customer support experience.
• Develop stable working relationships internally 
• Exchanges standard/basic information with colleagues and immediate supervisor, project leaders, and other professionals in the team/group
•  Listen to different perspectives and remove biases from your own words and actions 
• Share new ideas and ability to adapt work when circumstances change
• Escalate to lead when stuck and reflect on ways to improve from mistakes
• Practice the Consensys Core Values regularly

Skills

• Client Servicing
• Communications Skills
• Problem Solving
• Team Collaboration