Customer Support Specialist
About The Position
Bitdeer is a world-leading technology company for Bitcoin mining and AI cloud, committed to providing comprehensive Bitcoin mining solutions. They handle complex processes across the value chain, including equipment procurement, logistics, datacenter design and construction, equipment management, and network and facility operations. Bitdeer also offers advanced cloud capabilities for artificial intelligence. Headquartered in Singapore, Bitdeer operates globally with a diversified 3 GW energy portfolio, deploying Bitcoin mining and HPC Data Centers in the United States, Bhutan, Norway, Canada, Malaysia, and Ethiopia.
Requirements
- Minimum of High School Diploma or GED
- Minimum of 2 years of Customer Service Experience, help desk, or call center environment.
- Comfortable navigating support software and ticketing systems.
- Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users clearly.
- Strong analytical skills with a proactive approach to troubleshooting and resolving customer issues.
- High level of empathy, patience, and the ability to remain calm and professional under pressure.
Nice To Haves
- Prior experience with Zendesk, WhatsApp Business, and Telegram is highly preferred.
Responsibilities
- Act as the primary point of contact for customers, handling general inquiries promptly and professionally via Zendesk, WhatsApp, and Telegram.
- Assist customers with Tier 1 technical queries, diagnosing common issues and guiding users through step-by-step solutions.
- Accurately identify the nature of incoming queries and forward non-support matters (e.g., sales, partners, operations) to the appropriate internal departments.
- Triage and assign complex, unresolved technical issues to the Engineering or Technician teams, ensuring all necessary context and troubleshooting steps are thoroughly documented.
- Maintain detailed and accurate records of customer interactions, issues, and resolutions within the ticketing system.
- Assist with any other administrative or customer success tasks as assigned by the team lead or management.
Benefits
- Attractive benefits and developmental opportunities such as training and mentoring.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
