Technical Support Specialist

As a Technical Support Specialist at Bunch Tech, you guide clients through the setup and management of their crypto accounts, troubleshoot technical issues, and serve as their trusted point of contact. You ensure they feel supported and confident in using digital-asset services.

What you'll do

• Respond to customer inquiries via email and chat; diagnose and resolve common issues such as transaction delays, failed deposits/withdrawals, and connectivity errors.
• Monitor transactions for suspicious activity, flag potential risks per internal policy and regulatory guidelines to clients, and document all escalations in the CRM.
• Work closely with Product, Engineering, and Compliance teams to communicate customer pain points, validate feature releases, and ensure support readiness.
• Assist new clients with KYC/AML verification, wallet creation, API key generation, and integration with major crypto exchanges and custodial platforms.
• Identify patterns in client issues and suggest process or product enhancements to elevate overall customer satisfaction and operational efficiency.
• Collaborate with fellow Technical Specialists, the Team Leader, and the Service Delivery Manager to ensure consistent SLAs, share lessons learned, and continuously improve support processes.

What you bring

• At least 2 years of experience in a technical support or customer support role, with direct exposure to crypto account management or blockchain-based services.
• A basic understanding of blockchain concepts such as wallets, transactions, and block confirmations.
• Excellent written and verbal communication; you can translate technical concepts into clear, layperson-friendly language.
• A strong analytical mindset and attention to detail.
• Hands-on experience with Zendesk and Intercom for ticket management and live chat.
• Familiarity with community support channels such as Discord and Jira for issue tracking and collaboration.
• Critical thinking and problem-solving orientation; you can assess situations, weigh options, and recommend the best path forward.

What we offer

• Paid training