Technical Customer Support Specialist

**About the Company**

At WeFi.co, we’re on a mission to make money movement and management effortless for people and businesses around the world. Our approach focuses on mínimal fees, maximum ease, and full speed. Whether it’s sending money internationally, spending abroad, or managing cross-border payments, we simplify life and save our customers money.

As part of our team, you will help us build an entirely new network for the world’s money, for everyone, everywhere.

**About the Role**

We are looking for a detail-oriented and responsible Level 2 Customer Support Specialist to join our team. In this role, you will be responsible for handling technical support requests, monitoring tasks in our support system, and ensuring timely and efficient resolutions for our users. You will work closely with both Level 1 support and our technical team to ensure a smooth workflow and excellent user experience.

**Why Join Us?**
- Be part of an ambitious early-stage team and project.
- Work in a dynamic, fast-paced environment.
- Get experience and work on the cutting edge of DeFi and cryptocurrency.
- Flexibility to work remotely and manage your own time.
- Competitive compensation and the opportunity to grow within the company.

**Key Responsibilities**

**Zendesk and Task Management**
- Monitor Zendesk for new support requests, close tickets, and ensure no tasks are missed.
- Check and manage the support request table, ensuring tasks are updated, completed, and archived as needed.
- Write detailed issue tickets in JIRA, including relevant information, and conduct QA testing before and after submitting the ticket.

**Admin Panel and Database Work**
- Regularly check the admin panel to ensure all systems are functioning correctly.
- Occasionally run SQL queries to gather information during investigations or to check user data.

**Task Estimation and Reporting**
- Provide time estimates for different types of tasks:

- Short tasks (up to 2 hours)
- More complex investigations (2-4 hours)
- Development-related tasks (24+ hours)
- Keep the team informed about task progress and completion through the support chat.

**Troubleshooting and Investigation**
- Ensure basic troubleshooting steps (e.g., reload, reconnect) have been performed before escalating issues to the tech team.
- Gather relevant data, such as screenshots and videos, to assist the technical team with resolving user issues.

**Suggesting Tools for Optimization**
- Investigate recurring user issues and suggest tools or processes that could optimize support and reduce repetitive issues.
- Work with the technical team to submit these suggestions when there are gaps in current tools.

**Collaboration with Technical Team**
- Work closely with the technical team to resolve escalated issues.
- Ensure Level 1 support is updated on all changes, technical updates, and task statuses.

**Knowledge Base and FAQs**
- Collect frequent user requests and common problems to create FAQs and improve the team’s knowledge base.

**Required Skills and Experience**
- Experience working in a startup company.
- Experience working with support tools like JIRA, Zendesk, or similar platforms.
- Basic understanding of DeFi, crypto wallets, and account management.
- Ability to troubleshoot basic technical issues and gather relevant details (screenshots, error messages etc).
- Proficiency in English, with additional knowledge of Korean or Vietnamese preferred (as the position may involve handling requests from these markets).
- Strong attention to detail when handling multiple tasks, ensuring each is properly logged, tracked, and resolved.
- Ability to communicate technical issues clearly and concisely, both within the team and to end-users.
- Ability to manage your time efficiently and ensure tasks are completed within the defined SLA.
- Comfort with remote work, self-discipline, and the ability to stay focused during your shift.