Job Description

Role: Technical Support Associate

Duration: Short-term contract with the potential for full-time conversion in 3-6 months.

Liquifi is seeking a versatile and technically adept individual to join our team as a Technical Support Associate on a short-term contract basis, with the potential for full-time conversion within 3-6 months.

In this role, you will be responsible for providing exemplary customer support to enterprise-level customers, collaborating with the operations and engineering teams to resolve common customer support issues, and using your interactions with customers to produce excellent self-help resources.

Key Responsibilities

• Provide efficient and effective written technical support directly to customers via various communication channels, including email and chat.
• Document customer interactions, issues, and resolutions in our internal systems using Linear (task manager tool) and Pylon (customer support management tool).
• Triage support requests as the first line of defense for our on-call team.
• Use your direct interactions with customers to identify and report bugs, glitches, and usability issues.
• Create support articles and other self-help resources based on frequently asked questions from customers.
• Assist the design, operations, and engineering teams with product usability testing.
• Assist the operations team with support-related special projects as needed.

Qualifications

• Must-haves
  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
  • 2+ years of frontline technical support experience interacting with enterprise customers
  • Near-native English language fluency (written and verbal) (CEFR C2 Level Proficiency, ACTFL Distinguished, or other provable means of proficiency)
• Nice-to-haves
  • Experience in a SaaS and/or blockchain startup environment
  • Knowledge of how blockchain technology works (e.g., wallet providers, transaction hashes, etc)

About Liquifi

Liquifi is building the "Carta for crypto" by helping companies automate their token vesting, issue token grants in compliance, and manage their token cap table.

CEO Robin Ji and CTO Oliver Tang both come from crypto companies (Eco and Set Protocol), and have personally experienced the pain point of managing token vesting. Prior to crypto, they both have experience scaling products and teams at companies like Amazon, Adobe, LinkedIn, Salesforce, and Twitch.