Customer Support Agent

EMCD; Remote; AED 60,000 - 120,000; Full time

Job summary

A leading crypto service provider is seeking a passionate Customer Support Agent to assist users with their ecosystem's core products, including Pool, Coinhold, and Wallet. Responsibilities include providing timely support, troubleshooting technical issues, and logging user-reported bugs. Candidates should have experience in customer support, with native proficiency in Russian. The position is fully remote, offering flexible scheduling, paid sick leave, and vacation, along with industry training in a dynamic environment.

Benefits

Fully remote work

100% paid sick leave and vacation

Corporate pricing for company products

Opportunity to set up your own mining farm

Qualifications

• Experience in first-line customer support or technical support roles.
• Native Russian speaker.

Responsibilities

• Provide timely support and consultation to customers using EMCD products.
• Troubleshoot technical issues related to mining equipment.
• Log bugs and issues reported by users.

Skills

Experience in first-line customer support

Native Russian

Job description

We are looking for a Customer Support Agent who is passionate about helping users navigate the world of crypto. You will become a key point of contact for customers, providing assistance with our ecosystem's core products: Pool, Coinhold, Wallet, Exchange, and P2P, as well as new products as they are launched. You'll work in a dynamic, global environment, supporting users in multiple languages and time zones.

Key Responsibilities

• Provide timely support, training, and consultation to customers using EMCD products.
• Troubleshoot technical issues related to mining equipment; identify, localize, and assist in resolving errors.
• Log bugs and issues reported by users and communicate with them throughout the resolution process.
• Actively participate in weekly support team meetings.
• Collect and structure user feedback for internal teams.
• Handle first- and second-line support requests promptly and efficiently.
• Engage with users respectfully and empathetically, following internal communication guidelines.
• Offer assistance not only related to EMCD but also general user challenges, always maintaining clarity, friendliness, and professionalism.

Requirements

• Experience in first-line customer support or technical support roles.
• Russian: Native

Preferred

• Previous experience in the crypto industry (wallets, mining pools, blockchain-based platforms)
• Understanding of basic crypto principles and decentralized ecosystems
• Experience with mining equipment or working in mining pool environments.
• Responding to user queries within 1 minute 30 seconds
• Diagnosing issues based on logs and screenshots
• Onboarding and educating new users clearly and politely
• Handling frustrated users professionally, especially when service expectations are not met

What we offer

• Fully remote work from anywhere in the world with a flexible work schedule;
• 100% paid sick leave and vacation;
• Corporate pricing for company products and the opportunity to set up your own mining farm using EMCD's infrastructure.
• Work in a leading mining pool with in-depth industry training.

If you're ready to lead and scale an innovative business in a high-growth market, apply today (send your CV with a cover letter)!