L1 Support Specialist

Position Summary:

We're looking for an L1 Support Specialist to join the team at Crystal. You will serve as the first point of contact for our clients, but we do not expect you to stay in this position long-term; this role is explicitly designed as a launchpad for you to rapidly learn, upskill, and advance into our higher technical tiers. This is a remote role, and we are flexible with considering applications from anywhere in Europe.

More details: crystalblockchain.com

Duties and responsibilities:

• Respond promptly and professionally to incoming customer inquiries via email and our internal ticketing system;

• Triage and categorize support tickets, ensuring complex issues are quickly routed to our L2 and L3 technical teams;

• Learn the Crystal blockchain analytics platform inside and out to assist users with platform navigation and basic questions;

• Dedicate regular time to internal training, studying, and shadowing to build the technical skills required for your future promotion;

• Maintain accurate records of customer interactions and clearly document all initial troubleshooting steps.

Required:

• 2-4 years of experience in a customer support role;

• Strong foundational computer literacy and a reliable internet connection;

• Excellent written and verbal English communication skills;

• A relentless drive to learn, an ambitious mindset focused on career advancement, and the adaptability to absorb complex technical information quickly;

• Zero prior technical experience is required, just the drive to learn;

• Flexibility and willingness to accommodate potential 4-hour weekend shifts as our support coverage expands in the future.

Would be a plus:

• Proficiency in Ukrainian or/and Russian;

• A personal interest in blockchain technology, cryptocurrency, or the broader web3 space;

• Any previous exposure to ticketing workflows in platforms like Zendesk or Jira;

• A foundational understanding of the basic troubleshooting stack, including light familiarity with RESTful APIs, browser DevTools, and reading basic application logs to investigate stuck processes.