Responsibilities
- Serve as the initial contact for users seeking help with decentralized platforms, delivering prompt and efficient resolutions to maintain high satisfaction.
- Diagnose and resolve frequent blockchain-related problems such as failed transactions, low gas fees, and incorrect slippage configurations.
- Assist users in monitoring transaction progress using blockchain explorers like Etherscan or Solscan and help recover missing assets.
- Teach users essential cryptocurrency security measures, including enabling two-factor authentication, recognizing phishing attempts, and safely interacting with wallets.
- Support new users during registration, guide them through identity verification procedures, and resolve login or access difficulties.
- Maintain detailed records of support cases using Zendesk and Asana, escalating advanced technical issues to engineering teams when needed.
- Work with internal teams to communicate common user concerns and suggest enhancements for Web3 functionality.
