Customer Support Specialist

Bitdeer Customer Support Specialist

Bitdeer is a world-leading technology company for Bitcoin mining and AI cloud. Bitdeer is committed to providing comprehensive Bitcoin mining solutions for its customers. Apart from designing industry-leading ASIC chips and manufacturing mining rigs, the Group handles complex processes involved in computing across the value chain. This includes equipment procurement, transport logistics, datacenter design and construction, equipment management, and network and facility operations. Bitdeer also offers advanced cloud capabilities to customers with a high demand for artificial intelligence. Headquartered in Singapore, Bitdeer operates globally with a diversified 3 GW energy portfolio, and deploys Bitcoin mining and HPC datacenters in the United States, Bhutan, Norway, Canada, Malaysia, and Ethiopia.

Key Responsibilities:

• Omnichannel Support: Act as the primary point of contact for customers, handling general inquiries promptly and professionally via Zendesk, WhatsApp, and Telegram.
• Technical Troubleshooting: Assist customers with Tier 1 technical queries, diagnosing common issues and guiding users through step-by-step solutions.
• Cross-Departmental Routing: Accurately identify the nature of incoming queries and forward non-support matters (e.g., sales, partners, operations) to the appropriate internal departments.
• Issue Escalation: Triage and assign complex, unresolved technical issues to the Engineering or Technician teams, ensuring all necessary context and troubleshooting steps are thoroughly documented.
• Documentation: Maintain detailed and accurate records of customer interactions, issues, and resolutions within the ticketing system.
• Ad-Hoc Duties: Assist with any other administrative or customer success tasks as assigned by the team lead or management.

How You Will Stand Out:

• Timezone Availability: Must be available and comfortable working in Central Daylight Time (CDT) hours.
• Experience: Proven experience in a customer service, help desk, or call center environment.
• Tech-Savvy: Comfortable navigating support software and ticketing systems. Prior experience with Zendesk, WhatsApp Business, and Telegram is highly preferred.
• Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users clearly.
• Problem-Solving: Strong analytical skills with a proactive approach to troubleshooting and resolving customer issues.
• Soft Skills: High level of empathy, patience, and the ability to remain calm and professional under pressure.

What You Will Experience Working With Us:

• A culture that values authenticity and diversity of thoughts and backgrounds;
• An inclusive and respectable environment with open workspaces and exciting start-up spirit;
• Fast-growing company with the chance to network with industrial pioneers and enthusiasts;
• Ability to contribute directly and make an impact on the future of the digital asset industry;
• Involvement in new projects, developing processes/systems;
• Personal accountability, autonomy, fast growth, and learning opportunities;
• Attractive welfare benefits and developmental opportunities such as training and mentoring.

Bitdeer is committed to providing equal employment opportunities in accordance with country, state, and local laws. Bitdeer does not discriminate against employees or applicants based on conditions such as race, color, gender identity and/or expression, sexual orientation, marital and/or parental status, religion, political opinion, nationality, ethnic background or social origin, social status, disability, age, indigenous status, and union.