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