Customer Support Agent (Portuguese, +English, Russian) Lisboa

Overview

We are looking for a Customer Support Agent who is passionate about helping users navigate the world of crypto. You will become a key point of contact for customers, providing assistance with our ecosystem's core products: Pool, Coinhold, Wallet, Exchange, and P2P, as well as new products as they are launched. You'll work in a dynamic, global environment, supporting users in multiple languages and time zones.

Responsibilities

• Provide timely support, training, and consultation to customers using EMCD products.
• Troubleshoot technical issues related to mining equipment; identify, localize, and assist in resolving errors.
• Log bugs and issues reported by users and communicate with them throughout the resolution process.
• Actively participate in weekly support team meetings.
• Collect and structure user feedback for internal teams.
• Handle
  - and
  - line support requests promptly and efficiently.
• Engage with users respectfully and empathetically, following internal communication guidelines.
• Offer assistance not only related to EMCD but also general user challenges, always maintaining clarity, friendliness, and professionalism.

Requirements

• Experience in
  - line customer support or technical support roles.
• Russian: Intermediate (B1) or higher
• English: Upper Intermediate (B2) or higher
• Germany or Chinese or Portuguese (C1)

Preferred

• Previous experience in the crypto industry (wallets, mining pools,
  - based platforms)
• Understanding of basic crypto principles and decentralized ecosystems
• Experience with mining equipment or working in mining pool environments
• Willingness to work evening or night shifts (UTC time)
• Responding to user queries within 1 minute 30 seconds
• Diagnosing issues based on logs and screenshots
• Onboarding and educating new users clearly and politely
• Handling frustrated users professionally, especially when service expectations are not met

What we offer

• Fully remote work from anywhere in the world with a flexible work schedule;
• 100% paid sick leave and vacation;
• Corporate pricing for company products and the opportunity to set up your own mining farm using EMCD's infrastructure.
• Work in a leading mining pool with
  - depth industry training
• Salary in USDT

If you're ready to lead and scale an innovative business in a
- growth market, apply today (send your CV with a cover letter)!