Customer Support Agent - Optifleet
Welcome to Foundry, a leading cryptocurrency pioneer dedicated to accelerating decentralized infrastructure. Our team at Foundry is actively building a decentralized financial future by equipping institutions with the necessary tools for mining and staking digital assets, driving the industry towards progress.
If you are passionate about blockchain technology, inspired by innovation, and eager to contribute to global transformations, Foundry welcomes your skills to shape a more connected and fair world through blockchain technology. Join our team to play a crucial role in empowering a decentralized future with us.
On joining Foundry, a subsidiary of Digital Currency Group, you will take on the engaging role of a Customer Support Agent. Your responsibilities will involve ensuring the quality, reliability, and user confidence for our products through tasks like creating product documentation, conducting demos and user training, performing QA duties, and facilitating communication between the software team and stakeholders.
This position provides you with a rare chance to become part of a professional, entrepreneurial group backed by a major player in the fast-growing crypto space.
Primary Responsibilities:
- Support user success by assisting Foundry's Site Operations team and users effectively.
- Design and deliver impactful customer orientations and training sessions.
- Produce user documentation in collaboration with OptiFleet and Marketing teams.
- Collaborate with software developers to identify, report, and troubleshoot defects.
- Contribute to the design and execution of test plans and cases, including manual and automated testing.
What you will do:
- Provide support to OptiFleet customers during U.S. business hours and users of Site Operations.
- Collaborate with developer teams to resolve issues promptly.
- Conduct regular software training sessions for users and maintain FAQs.
- Engage in sprint planning and customer discovery to understand new features and bug fixes.
- Review requirements and technical documentation for clarity on testing scenarios and acceptance criteria.
- Assist in developing and managing automation testing infrastructure.
- Work with teams to enhance the testing process effectively.
Minimum Qualifications; Knowledge, Skills and Abilities:
- Proficient in written and verbal communication, with effective teamwork skills.
- At least 3 years of experience in user-facing roles.
- Bachelor's degree in Computer Science, Software Engineering, or related field, or equivalent professional experience.
- Familiarity with test automation, web, and mobile application testing.
- Strong understanding of software testing methodologies and processes, with analytical and problem-solving skills.
- Quick learner with the ability to adapt to new technologies.
Preferred Qualifications; Knowledge, Skills and Abilities:
- Knowledge of blockchain technology and bitcoin mining is advantageous.
- Experience in performance and load testing applications like JMeter or Gatling.
- Familiarity with software development methodologies and proficiency in HTML, JavaScript, and CSS.
- Flexible, collaborative, and open-minded with a passion for learning.
- Proactive, teamwork-oriented, and adaptable to changing priorities.
- Excellent written and verbal communication skills, with a strong sense of accountability and urgency.
- Experience working globally with diverse customers.
WHAT WE OFFER:
- Fast-paced startup environment with industry leaders.
- Opportunities for deep engagement with the latest technologies.
- Competitive compensation, flexible time off, and professional development support.
- Comprehensive health insurance, life insurance, and retirement plans.
- Employer contributions and diverse wellness programs for employees.
ENVIRONMENT: At Foundry, our people-first culture powers our business operations. We value individual perspectives and encourage active participation through various channels, fostering teamwork, diversity, and inclusivity. Foundry is an Equal Opportunity Employer committed to diversity and non-discrimination.
ABOUT FOUNDRY: Foundry aims to empower a decentralized infrastructure by meeting the institutional demand for efficient capital access and transparency in digital currency mining and staking. As a Digital Currency Group company, Foundry leverages extensive market intelligence to support bitcoin miners and manufacturers globally in building secure decentralized networks.
Disclaimer: The job description above is intended to outline general duties and responsibilities for the classified position and is not an exhaustive list of job requirements.
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