Technical Support Specialist

What is the role about?

You will be the first point of contact for over 1 million Bitvavo customers. One of the crucial points for our growth is the quality of service we provide to our customers. Our customer experience has been the main differentiator between Bitvavo and our competitors. We keep our product super simple and make sure our customers receive outstanding and timely support when needed.

As the digital asset market is developing quickly, so does the regulatory landscape. It is key to comply with all regulations and best practices and by joining our Customer Support team, you will play an essential role in ensuring this happens. Of course, we're always improving our products and services. Therefore you will work closely together with our Compliance, Marketing- and Product teams.

How will you make an impact?

• Address API and technical queries: Provide expert assistance to our customers in handling API-related questions and technical troubleshooting, including login issues and other platform-related problems. Utilise in-depth technical knowledge and troubleshooting skill and the use of dashboarding, such as Grafana, to offer comprehensive support and solutions.
• Act as a liaison between Support and Tech teams: Serve as a critical communication bridge between the Support and Technical teams. Ensure that only relevant, well-triaged technical issues and inquiries are escalated, streamlining the support process and enhancing efficiency.
• Develop support resources and procedures: Create detailed flowcharts and procedures for second-line technical support, leveraging your technical expertise. Continuously develop and improve support materials, including self-serve articles and guides, to enhance customer and 1st line support self-reliance and issue resolution.
• Contribute to the evolution of the support website and internal tooling: Apply technical knowledge in (web) development languages and frameworks to contribute to the enhancement of the support site and internal tooling. Implement features and improvements that facilitate a better customer experience and more efficient issue resolution.

How will you be successful?

• Fluent (written and spoken) in English. Dutch and German is a plus
• You are a natural problem solver, able to quickly understand problems and identify solutions
• You are able to triage and explain difficult technical issues in an easy to understand way
• It's in your nature to mentor and teach others to perform their jobs better.
• Able to adapt to new processes and work in a fast-paced environment
• Willing to work evenings and weekends
• Affinity with Crypto, technology and knowledge of the digital asset market
• Knowledge of REST API, WebSocket and programming languages such as Java, PHP and JavaScript
• 1+ years of experience in a Technical Support role
• 1+ years of working experience in a FinTech, compliance, integrity or an equivalent position is a plus

Bitvavo does not accept resumes from staffing, search, or recruitment firms without a signed agreement. If you send us a resume without such an agreement, we may contact the candidate directly without any obligation whatsoever and no fee of any kind will be paid should we hire the candidate.