Help Desk Technician

About us

The Hashgraph Association (THA) is a global organization headquartered in Switzerland and is a part of the Hedera Hashgraph (Hedera) ecosystem.

Hedera is a revolutionary proof-of-stake public Distributed Ledger Technology (DLT) network that is fast emerging as the gold standard in DLT for enterprise-grade solutions and decentralized applications (dApps). Hedera is governed by a council of the world's leading organizations - which include Google, Boeing, IBM, Dell, Deutsche Telekom, LG, Abrdn, London School of Economics, to name a few.

THA works closely with enterprises, startups, governments, academic and training institutions around the world to deliver financing, custom-design solutions, professional training and innovation programs, aimed at accelerating the development and utilization of the Hedera Hashgraph network.

As we undergo rapid expansion, we are establishing offices in strategic locations worldwide. We are currently seeking a Customer Support Associate based in Ahmedabad, India based in our Gift City location. This role will report directly to the Service Desk Manager

The Customer Support team works to ensure that the effort put in by others with regards to the technology and the future of the Internet is not undermined through poor support and customer experience. As a Customer Support Associate, you are responsible for the front-line support and resolution of customer issues and requests. As the voice of the customer, you will advocate for them and be responsible for providing updates when issues are escalated. As technology and ecosystem evolves, you will need to learn, adapt and own your career and the path you choose to take. Join us in our journey to shape the future of DLT and Web3 technology.

In the role, you will:

Providing frontline (1st line) customer support where you use your knowledge and Standard Operating Procedures (SOPs) to troubleshoot and resolve issues and requests.

You provide support to customers across all support channels, i.e. email, phone, chat working as a team to maintain customer service levels and satisfaction (SLAs).

Use a ticketing system to record all work and activities.

You can respond to an emergency event (high impact incident) by escalating appropriately and collaborating with other teams and stakeholders through to resolution.

You can select which solution (SOP) best solves an issue or request when presented with multiple options.

You contribute to the development of SOPs and improvement efforts.

You ensure that all work is carried out to a high standard and complies with all policies and guidelines.

What we're looking for:

Understanding of computer and networking concepts.

Excellent communication (written & verbal) and interpersonal skills both in English and Hindu.

Excellent customer facing skills / customer focus. Is sensitive to the customer needs and can develop effective relationships.

Keeps others informed and contributes to the performance of the team, department or company.

Self-motivated and able to work alone as well as part of a team.

Able to prioritize in a complex, fast-paced environment.

Curiosity and a willingness to train and learn new skills.

A high attention to detail. An ability to see the gaps and suggest solutions.

Demonstrates strong initiative (is proactive) and motivation with the ability to learn quickly and produce results.

Flexibility in working hours and shift patterns to provide cover for operational requirements.

What we offer

A unique opportunity to be a part of the world's leading DLT ecosystem

Significant career growth potential in a fast-growing sector

Working with colleagues and on projects across the globe

Open and direct communication, flat structures

Flexible working hours

Competitive salary package