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Support Specialist

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Enjin is a blockchain tech company building products that make it easy for everyone to use next-generation non-fungible tokens (NFTs). We’re a globally distributed team of futurists and tinkerers building the most robust NFT ecosystem in the blockchain space—and we're looking for someone to help elevate our customer support capabilities.

As a Support Specialist, you will be responsible for providing responses and outstanding support to our users and adopters, troubleshooting issues and providing solutions. You will assist community members via social channels, and prove technical support to Enjin adopters, partners, and enterprise clients. You will represent the voice of our users, understanding and helping communicate their experience and needs to our product team.

What You'll Do

  • Reply to user tickets via Zendesk
  • Maintain and track user issues and relay critical-breaking bugs to our development team
  • Taking ownership of customer issues and following up to ensure a resolution is in place
  • Provide quick and easy resolutions to our customers, by using the best practices and troubleshooting methods
  • Provide first-class technical support to our adopters, game developers, and enterprise clients on how to use and integrate Enjin into their games and projects
  • Replying and maintaining product reviews
  • Creating and editing support articles and user guides on our Help Center
  • Creating and writing out technical documentation for our developer docs
  • Creating and writing process docs and user guides (internally and externally)
  • Assisting community members in our social channels
  • Maintaining knowledge and understanding of our products and services
  • General testing of our products and services to maintain an understanding of Enjin's workflows to better assist customers
  • Other duties as assigned

Who You Are

  • 2+ years of experience in a customer support role, directly helping users online
  • Motivated and passionate by Enjin's mission and core vision—creating a seamless and efficient support process.
  • Experience with using different support channels, such as e-mail, social, and/or chat.
  • Confidence in maintaining a high volume of support inquiries, including working with game developers and enterprise clients.
  • A concise, clear, and empathetic communicator
  • Able to read, write, and speak proficiently in English; additional languages are a bonus
  • Available for weekend support may be required from time to time
  • Flexible in meeting the evolving needs of a high-growth and fast-paced business
  • Ability to respond in a timely manner
  • Experience in the blockchain/cryptocurrency field is preferred
  • Excited to join a growing team and play an active role in raising awareness of NFTs
  • Creative and you have a positive attitude within the team and always striving to learn more
  • Experience in performing general tests on various in-house products.
  • Asia timezone is preferred
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