Customer Support Representative

2 weeks ago

Melbourne, Australia CoinJar Full time

Customer Support Representative

CoinJar, a pioneer in Australian fintech and a leader in cryptocurrency worldwide, is seeking a Customer Support Representative. You will be responsible for providing industry-leading support for our products and creating a positive experience for CoinJar customers. Prospective team members will have a customer-centric focus and strong empathy for the customer. This is a full-time role with a hybrid work format between our Melbourne CBD office and your home.

**Responsibilities**
- Provide excellent customer service primarily through web-based tickets
- Process customers' financial and identification information in a professional and compliant manner
- Identify and escalate priority issues to relevant teams
- Work collaboratively with other team members to ensure customer issues are resolved to their satisfaction
- Contribute towards CoinJar's self-service options e.g. internal and external knowledge base articles and status page
- Analyse and determine key issues raised by the client and provide a resolution
- Maintain a high level of customer satisfaction by providing timely and professional responses

**Requirements**:
**Essential Skills**
- Two years experience supporting a technical product
- Proficiency in using customer support software and tools
- Excellent communication skills, both written and verbal
- Attention to detail and accuracy in handling customer information
- Strong time management and organisational skills
- Strong problem-solving and troubleshooting abilities
- Ability to explain complex technical concepts in simple terms
- Ability to work in a fast-paced environment and handle high volumes of inquiries
- Basic understanding of cryptocurrency and blockchain technology
- Experience using cryptocurrency exchanges or wallets
- Adaptability to learn new technologies and stay updated on industry developments

**Desirable Skils**
- Familiarity with common cryptocurrency issues ( ie. fee sizes, transaction delays)
- KYC/AML experience
- Knowledge of compliance and security protocols related to cryptocurrency

**Benefits**
- Work from home days
- Training & development

Job ID A5BEDDEEA2

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