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Customer Support Agent

Remote

Job Overview

The ZBD app lets users jump into a universe of games and apps, connect with friends and earn Bitcoin while having fun. ZBD also empowers developers to embed bitcoin payments into video games and applications, such as podcasting and music streaming. ZBD’s unique proposition enables these partner developers to better monetise their games and apps by allowing users to receive micro-rewards for actions taken in the game or app. ZBD provides this functionality by leveraging the Bitcoin blockchain and Lightning Network protocol.

ZBD is looking for a Customer Support Agent to join the ZEBEDEE team and be an awesome proponent for ZBD users. As a Customer Support Agent, you will be the initial point of contact for inbound requests for product support from ZBD users all around the globe. You’ll triage, prioritize, and shepherd requests through the ticket lifecycle to help drive quick and full resolution of our customers’ issues/questions. As a part of the ZBD team, you will collaborate with individuals both on your team and across the organization.

If you are looking to have a real, tangible impact on a daily basis across the ZBD community, then submit your application! We are excited to meet you.

Key Responsibilities

  • Field support chat, email, and/or other communications from ZEBEDEE users with inquiries regarding app functionality, usability, connectivity, and similar concerns.
  • Identify, investigate, and resolve users’ requests for support for our suite of ZEBEDEE apps & services.
  • Consult with users to determine the next steps and procedures to follow in order to identify and resolve their challenges.
  • Apply experience supporting mobile apps & services, software, hardware, and support procedures to solve a user’s issue in a timely manner.
  • Guide users through diagnostic and troubleshooting processes, which may include the use of providing written instructions for them to follow and report findings.
  • Collaborates with internal team members to diagnose and solve problems and clearly communicate solutions to support issues.
  • Spot trends and identify opportunities to improve and develop new content for our customer-facing knowledge base.
  • Willing to work weekends.

Skills, Knowledge, and Expertise

  • Excellent verbal and written communication, interpersonal, and customer service skills.
  • Professional and pleasant manner and the ability to be empathetic to users of all skill levels.
  • Ability to explain technical issues to technical and non-technical employees and customers.
  • Proficient with Microsoft Office Suite or related productivity apps and collaboration tools.
  • Comfortable working asynchronously as part of a globally distributed team.

Nice to Haves

  • General knowledge of Bitcoin (bonus: Lightning Network)
  • Prior work experience in gaming/digital payments industries

About ZEBEDEE

We power real economies in virtual worlds. With ZEBEDEE, gaming becomes a meaningful economic activity and game devs get a new playground for weaving money into the worlds they create.