Responsibilities

The Customer Support Specialist will ensure customer satisfaction and respond to day-to-day customer requests. They will communicate clearly and concisely by writing well-structured documentation on service tickets and following up to ensure resolution. The role includes identifying recurring support trends and product performance issues, providing timely feedback to the product team. The specialist will work to eliminate common support inquiries by suggesting improvements to knowledgebase articles, FAQs, and other support documentation. They will also be involved in support escalations as required to ensure timely resolution according to SLAs on technical products, and will communicate effectively with other teams and departments. Participation in external events around the world and continuous learning about crypto and Ledger's products is also expected.