Technical Support Specialist, L2

November 25

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WeFi

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Crypto • Banking

WeFi is a decentralized crypto-banking platform that combines on-chain accounts, global payments, and debit cards to let users earn, spend, withdraw, and manage both crypto and fiat assets in one app. The platform offers virtual and physical cards accepted at millions of merchants, high-yield stablecoin savings, mining/earn features, a decentralized loyalty token called Energy that boosts yields and lowers fees, and fiat/crypto services operated through licensed entities across multiple jurisdictions. Built by veterans from Tether, Wise, Binance and others, WeFi positions itself as the evolution of the neobank for Web3 users.

11 - 50 employees

₿ Crypto

🏦 Banking

📋 Description

• 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. • 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. • Provide time estimates for different types of tasks. • Keep the team informed about task progress and completion through the support chat. • 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. • Investigate recurring user issues and suggest tools or processes that could optimize support and reduce repetitive issues. • Work closely with the technical team to resolve escalated issues. • Ensure Level 1 support is updated on all changes, technical updates, and task statuses. • Collect frequent user requests and common problems to create FAQs and improve the team’s knowledge base.

🎯 Requirements

• Experience in technical support and customer service, especially in handling support tickets, emails, or chats. • Experience working in a startup company. • Experience working with support tools like JIRA, Intercom, or similar platforms. • Basic understanding of DeFi, crypto wallets, and account management. • Ability to troubleshoot basic technical issues and gather relevant details. • Proficiency in English, any other language is a plus. • 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.

🏖️ Benefits

• Flexibility to work remotely and manage your own time • Competitive compensation and the opportunity to grow within the company