Merkle Science Looking for Technical Support Analyst at Bengaluru, Karnataka Full Time

️ About Merkle Science

Merkle Science envisions a world powered by crypto. We are creating the infrastructure necessary to ensure the safe and healthy growth of this market, now at a $2 Trillion market cap. We are trailblazers and disruptors who are pushing the boundaries of innovation — to scale and mature so that a full range of individuals and corporations can transact with crypto safely.

Backed by leading venture capital firms, we enable businesses to scale and mature so that a full range of individuals, entities, and services may transact with crypto safely. Our solutions provide next-generation crypto threat detection, risk management, and compliance for businesses, banks, and government agencies. We are a global company with offices in Singapore, London, Bangalore, and New York.

What You Will Do

Understand our product, answer simple how do I questions, proficient enough to demo the system at a very high level

Understand APIs in order to troubleshoot, replicate and report product integration malfunctions

Provide direct client support across multiple channels (tickets, phone, chat)

Liaise with internal teams dependent upon the question/issue raised (Sales, Customer Success, Product, Engineering) to provide solutions to the client

Follow up with clients to ensure technical issues are resolved

Escalating issues internally, providing level of impact whilst regularly updating the client

Continually monitor processes and proactively identify opportunities for improvement

Full metrics yet to be defined however response time, number of tickets resolved, time to resolution, CSAT will be included

What You Should Have

2 to 3 years experience as a Customer Support agent

Technical experience and ability to troubleshoot, replicate and document product bugs essential

Strong familiarity with current concepts and technologies in crypto, blockchain, AML, risk intelligence (any or all) an advantage

Experience using help desk software and remote support tools

Excellent communication and problem solving skills

Advanced level of English (C1 or above)Ability to multitask and prioritise

Customer focused mindset

Ability to work in a team that offers 24/7 supportTeam player that can also work independently

Ability to work in a global environment

❤️ Well Being, Compensation and Benefits

We care about your well-being. Along with excellent health insurance, we offer flexible time off, learning & development initiatives and hours that are designed to provide work/life balance. We regularly host team-building sessions and encourage discussions around mental health.

We reward talent and believe in acknowledging people for their contributions. We offer industry-leading compensation, along with generous equity. As a rapidly growing business, there are endless opportunities to grow your career with Merkle Science.