Customer Support Specialist

Bitdeer is a world-leading technology company for Bitcoin mining and AI cloud.

Bitdeer is committed to providing comprehensive Bitcoin mining solutions for its customers. Apart from designing industry-leading ASIC chips and manufacturing mining rigs, the Group handles complex processes involved in computing across the value chain. This includes equipment procurement, transport logistics, datacenter design and construction, equipment management, and network and facility operations. Bitdeer also offers advanced cloud capabilities to customers with a high demand for artificial intelligence.

Headquartered in Singapore, Bitdeer operates globally with a diversified 3 GW energy portfolio, and deploys Bitcoin mining and HPC Data Centers in the United States, Bhutan, Norway, Canada, Malaysia, and Ethiopia.

1. Omnichannel Support: Act as the primary point of contact for customers, handling general inquiries promptly and
   professionally via Zendesk, WhatsApp, and Telegram.
2. Technical Troubleshooting: Assist customers with Tier 1 technical queries, diagnosing common issues and guiding users
   through step-by-step solutions. Do you have experience with mining computers?
3. Cross-Departmental Routing: Accurately identify the nature of incoming queries and forward non-support matters
   (e.g., sales, partners, operations) to the appropriate internal departments.
4. Issue Escalation: Triage and assign complex, unresolved technical issues to the Engineering or Technician teams,
   ensuring all necessary context and troubleshooting steps are thoroughly documented.
5. Documentation: Maintain detailed and accurate records of customer interactions, issues, and resolutions within the
   ticketing system.
6. Ad-Hoc Duties: Assist with any other administrative or customer success tasks as assigned by the team lead or
   management.

• Minimum of High School Diploma or GED
• Minimum of 2 years of Customer Service Experience, help desk, or call center environment.
• Experience with mining computers for basic fixing and troubleshooting for customer service help
  
• Tech-Savvy: Comfortable navigating support software and ticketing systems. Prior experience with Zendesk, WhatsApp
  Business, and Telegram is highly preferred.
• Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts
  to non-technical users clearly.
• Problem-Solving: Strong analytical skills with a proactive approach to troubleshooting and resolving customer issues.
• Soft Skills: High level of empathy, patience, and the ability to remain calm and professional under pressure.
  

Work Environment and Physical Demands

While performing the duties of this job, the employee may sometimes be exposed to heat, cold, noise, and vibrations. The noise level in the work environment and job sites can be loud. The exposure will not be constant, but could occupy a large amount of a person’s time during the day while on-site. Safety & Noise reduction equipment will be provided by the company. While performing the duties of this job, the employee is regularly required to talk and hear.

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Bitdeer is committed to providing equal employment opportunities in accordance with country, state, and local laws. Bitdeer does not discriminate against employees or applicants based on conditions such as race, colour, gender identity and/or expression, sexual orientation, marital and/or parental status, religion, political opinion, nationality, ethnic background or social origin, social status, disability, age, indigenous status, and union.