L1 Support Specialist at Crystal Intelligence

Capon Bridge, West Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Oct, 26

Salary

0.0

Posted On

09 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Ticket Triage, English Communication, Ukrainian Language, Russian Language, Technical Troubleshooting, Blockchain Analytics, Zendesk, Jira, RESTful APIs, Browser DevTools, Application Logs, Linux Ubuntu, Scripting, Web3, Cryptocurrency

Industry

Data Security Software Products

Description

Position Summary: We're looking for an L1 Support Specialist to join the team at Crystal. You will serve as the first point of contact for our clients, but we do not expect you to stay in this position long-term; this role is explicitly designed as a launchpad for you to rapidly learn, upskill, and advance into our higher technical tiers. This is a remote role, and we are flexible with considering applications from anywhere in Europe. More details: crystalblockchain.com Duties and responsibilities: Respond promptly and professionally to incoming customer inquiries via email and our internal ticketing system; Triage and categorize support tickets, ensuring complex issues are quickly routed to our L2 and L3 technical teams; Learn the Crystal blockchain analytics platform inside and out to assist users with platform navigation and basic questions; Dedicate regular time to internal training, studying, and shadowing to build the technical skills required for your future promotion; Maintain accurate records of customer interactions and clearly document all initial troubleshooting steps. Required: 2-4 years of experience in a customer support role; Strong foundational computer literacy and a reliable internet connection; Excellent written and verbal English communication skills; Proficiency in Ukrainian or/and Russian; A relentless drive to learn, an ambitious mindset focused on career advancement, and the adaptability to absorb complex technical information quickly; Demonstrated Technical Curiosity: While deep professional engineering experience is not required, we want to see a genuine interest in technology. This could be through self-study, IT support experience, or personal tech hobbies (e.g., experimenting with Linux Ubuntu, setting up local self-hosted environments, running a home server, or writing basic scripts); Flexibility and willingness to accommodate potential 4-hour weekend shifts as our support coverage expands in the future. Would be a plus: A personal interest in blockchain technology, cryptocurrency, or the broader web3 space; Any previous exposure to ticketing workflows in platforms like Zendesk or Jira; A foundational understanding of the basic troubleshooting stack, including light familiarity with RESTful APIs, browser DevTools, and reading basic application logs to investigate stuck processes.

Responsibilities

Serve as the first point of contact for clients by responding to inquiries and triaging tickets to higher technical tiers. Maintain accurate documentation of interactions and undergo internal training to advance into higher technical roles.