Technical community support manager (Remote) at SORAMITSU () (allows remote)

Technical community support manager (Remote) at SORAMITSU () (allows remote)

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Type: Full Time
Created: 2021-11-07 05:00:41

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First level technical support manager will be responsible for:

  • answering users in official channels,
  • researching issues,
  • guiding users,
  • moderating the chats.

Technical support representative will address user concerns, complaints and inquiries in a professional and compassionate manner.

Representatives should also be able to explain some technical aspects using easy-to-understand language. The ideal candidate should have technical background, experience in crypto systems and working with crypto communities as moderator.


  • Support users by responding to questions and concerns in official community SORA, Polkaswap, and Fearless wallet channels
  • Research, diagnose, and identify solutions to resolve issues (including the ones that require some level of technical knowledge), guide users through corrective steps
  • Ask users targeted questions to quickly understand the root of the issue
  • Troubleshoot common issues, clarify the issues with the development team
  • Report bugs and new suggestions to the development team
  • Moderate messages, make announcements, update chat rules
  • Make sure users follow chat rules
  • Write and maintain documentation in order to guide users, update wiki
  • Communicate with the marketing team and help with AMA and other community activities
  • Test new system update


  • Superior problem-solving capabilities
  • Excellent user service and analytical skills
  • Good understanding of computer systems, mobile devices and other tech products
  • Technical skills: query commands, work with command line, use tools like explorers, polkadot js apps, etherscan to analyse issues
  • Previous help desk/chat moderator experience
  • Ability to communicate in a professional manner
  • Patience: helping people who are stressed or angry might be emotionally difficult, so the ability to remain calm and focus on the main mission of resolving the issue is a must.
  • High focus on the quality and user satisfaction
  • Have experience in working with crypto communities
  • Good written English
  • Remote work for at least 8 hours per day