Customer Support Engineer (вакансія неактивна)

About us

Starting in 2017 with a few people on board, zero investments, and no marketing, we launched Hiveon. Understanding what we did (software for mining geeks) helped us to define the goal — this must be high-quality products. In 2018 we became the 1st leading global ecosystem for cryptocurrency mining. Today we remain ranking the forefront in the niche, expanded mining product set. With 100 people in a team, and 2 mln active connected devices in 200+ countries 🔝.The next milestone is to become a TOP-1 ecosystem in Web3, uniting Mining and Crypto fintech solutions.

We are proven 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.

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.

About you

• 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

Will be a plus

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

About the role

• 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

A bit deeper

Catch the insight — it’s not an easy way to be a Hiver. This is not a place of well-done processes (medium rare, to be honest), and sometimes we are chaotic. It seems like a problem, but here we see opportunities for every Hiver to look at their ideas in reality. That’s how our innovations come about. And if you are — have fun on the way, unlimited vacations and non-stop brain gym. The sleeping fox catches no poultry.

Products

• Hive OS — the world’s № 1 operating system for miners. 5 years ago, we launched a product that has become leading in the sphere within the first 6 months with no marketing budget.
• Hiveon Pool — the best solution for ETH, ETC mining. Since its launch, our Pool has become a TOP 4 pool for mining worldwide. Last year we got x9 client volume growth.
• Hiveon ASIC Firmware — the game-changing firmware for ASICs. Our users get extra hashrate up to 60%, high protection from viruses, and a bunch of Hive OS features to manage all the farms easily.
• Hiveon ASIC Hub — a time and cost-effective solution. Clients can install thousands of ASICs within minutes and use the benefits of Hive OS.
• Crypto fintech solutions — we are in the process of developing game-changing solutions at the moment.

Keep an eye on our upcoming announcements 😏

Perks 🧡

• 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 if you’re not a writer 🙂
• Only necessary processes and no bureaucracy

Feel us? Join if so 🔥