Customer Support Specialist
Location:
Remote
Type:
£109,000 per year
Who You Are
At Xentrax, we are pioneers in advanced mining technology, dedicated to redefining the future of cryptocurrency mining. With a relentless focus on innovation, performance, and efficiency, we have engineered a state-of-the-art mining machine designed to meet the highest industry standards.
Our team is composed of experienced engineers, developers, and blockchain specialists who share a common goal: to empower miners with cutting-edge tools that maximize output while minimizing energy consumption. At the heart of Xentrax lies a commitment to technological excellence, reliability, and customer success.
We don't just build machines — we build the future of mining.
Description
At Xentrax, we don’t just build mining machines—we empower users to harness the future of blockchain technology. As a Customer Support Specialist, you will be the voice of that mission, ensuring that every customer interaction reflects our commitment to excellence, trust, and technical innovation.
Your role is more than just resolving tickets—it's about creating confidence. Whether guiding a first-time miner through setup or helping a seasoned operator optimize performance, your communication, patience, and problem-solving skills will make the difference.
Your Impact:
Serve as a trusted point of contact for clients using Xentrax mining products and platforms.
Diagnose technical issues, guide users through solutions, and ensure satisfaction with clarity and professionalism.
Translate customer feedback into actionable insights for our product and engineering teams.
Help build and maintain a robust knowledge base, empowering users through clear documentation and self-service tools.
Contribute to a support culture defined by responsiveness, empathy, and a passion for technology.
What You Will Do
As a Customer Support Specialist at Xentrax, you will serve as the frontline representative of our company, delivering exceptional support to our clients and partners. You will be responsible for resolving technical and account-related inquiries, assisting with product usage, and ensuring a seamless experience for users of our mining hardware and software solutions.
Key Responsibilities:
Provide timely, professional, and knowledgeable support to customers via email, live chat, and phone.
Assist clients with setup, troubleshooting, and optimal usage of Xentrax mining machines and software.
Document and escalate technical issues to the engineering team when necessary, ensuring follow-through and resolution.
Maintain a deep understanding of our products, services, and updates to provide accurate information.
Identify common customer issues and contribute to the development of FAQs, support documentation, and knowledge base articles.
Monitor customer feedback to suggest improvements to support processes and user experience.
Uphold a customer-first mindset with patience, empathy, and problem-solving skills.
What We’re Looking For:
Proven experience in customer support, preferably in a tech or hardware-focused environment.
Strong communication skills, both written and verbal.
Basic technical understanding of cryptocurrency, blockchain technology, or mining hardware is highly desirable.
Ability to troubleshoot issues methodically and document findings clearly.
Comfortable using support ticketing systems, CRM platforms, and helpdesk tools.
A proactive attitude, attention to detail, and a passion for delivering top-tier customer service.
About PECA
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What We Offer
Competitive salary and performance-based incentives
Flexible work arrangements (remote/hybrid)
Professional development and training opportunities
Dynamic and inclusive team culture
Cutting-edge projects and tech stack
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