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Technical Support Contractor at CoinTracker . Location Information: United States. Increase the financial freedom and prosperity of individuals and companies.. Provide extraordinary support to customers during tax season.. Work directly with users and customer support team members to execute the team's goal.. Maintain a customer satisfaction (CSAT) score of at least 85%.. Debug, serve as an escalation point, and trend product feedback/issues based on interactions.. Work directly with customers, customer support, and client managers to troubleshoot complex technical issues.. Provide feedback to the engineering team on trending issues to inform product development and roadmap planning.. Demonstrated ability to drive business impact.. Hungry and motivated about making progress towards the mission of enabling everyone in the world to use crypto with peace of mind.. Able to clearly talk about the details and also zoom out to the bigger picture.. Seeks solutions for complex crypto problems and enjoys unraveling puzzling issues.. Able to identify and diagnose technical issues across wallets, blockchains, and integrations.. Skilled in debugging API errors and reviewing logs.. Familiar with using the browser console, viewing blockchain explorers, and SQL.. 3+ years of demonstrated excellence in providing customer service in chat, email, and/or phone channels.. Effortlessly navigates common customer service tools and systems such as Zendesk, Pipedrive, Slack, Linear, etc.. Independently prioritizes work to get back to customers efficiently.. Able to support Customer Support needs daily with exceptional quality.. Pay range:. $55 - $69p/h. Flexible scheduling, including part-time and full-time seasonal roles.. Incentive based pay opportunities.. Training and internal support provided.. Opportunity to work with a mission-driven, global team and grow your crypto tax expertise.