Customer Support Engineer

Starting in 2017 with a few people on board, zero investments and no marketing, we launched Hiveon. Since we were creating software for mining geeks, our main goal was to make high-quality products. And this quickly yielded results — in 2018, we became the 1st leading global ecosystem for cryptocurrency mining.

Today, we remain ranking the forefront in the niche, offering an expanded mining product set. With 100 people in a team, and 2 mln active connected devices in 170+ countries, our company is steadily growing 🔝 The next milestone is to become the TOP-1 ecosystem in Web3, uniting mining and crypto fintech solutions.

We are trusted not only by our users but also by such resources as: ”Galleon” in the Top 10 Best Mining OS, “Mining Pool Stats” in the TrustPool ranking in RVN and ETC, and others.

The scaling of Hiveon and our product suite didn’t force us to attract investments. We’re still building self-payback products, and we will do in the future.

Feedback and interactions with our users always do matter, therefore we are intensively working on the quality of our Customer Support service. With the scaling of the number of our users, we are expanding Support team to make customers’ experience more smooth and easy.

To be successful in your day-to-day as a Customer Support Engineer, you will need to have a technical expertise, be a stress-resistant person and an outstanding communicator in a service oriented environment. Our Support team will mentor you and be with you throughout your journey in this role, helping you become a domain expert in our field.

• Provide daily support to users of our software including answering questions, helping customers understand the service, analyzing problems, and quickly forming solutions to customer satisfaction
• Maintain the records of daily interactions with customers, report issues, and contribute to the improvement of support
• Maintain a positive, empathetic, and professional attitude toward customers while demonstrating problem-solving skills and excellent customer service
• Cooperate with product development team (Product, Design, Engineering teams) on users’ feedback on the improvement of our software
• Be accountable for the troubleshooting, communication, and tracking of all issues

• 1+ years of experience in customer/technical support (L1/L2) in IT product companies
• Fluency in English. You don’t need to nail Passive Voice in Past Perfect but you MUST be able to freely communicate with English speakers, in both written and spoken form
• Good communication skills (obviously), angry customer management + stress-resistance
• Good computer hardware knowledge (assembling, BIOS setup, troubleshooting etc)
• Advanced soft skills to engage in a polite, professional, and timely manner with difficult clients to explain in-depth issues and resolutions
• Experience with Jira
• Time management skills

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Will be a plus

• Mining experience (practical or theoretical)
• Linux skills (installation, troubleshooting, command line)
• Previous experience in crypto
  

• Being a BLOCKinCHAIN, forming the largest crypto-mining ecosystem in the world
• Healthy corporate culture all over the company (94% of our team would recommend Hiveon to their friends. 45% of our newcomers joined us through internal referrals in 2022)
• Remote work with absolutely flexible working hours
• Unlimited vacations & sick leaves
• Learning & Development events compensation
• Freedom of innovation and creativity - actions speak louder than words( unless you’re a writer, of course 🙂)
• Only necessary processes and no bureaucracy

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