We're looking to expand our Customer Support team! As a Customer Support Representative, you will be responsible for providing industry-leading support via web-based tickets to resolve issues and create a positive experience for CoinJar customers. While knowledge of cryptocurrencies will be an advantage, more importantly, prospective team members will have a customer-centric focus and empathy for the customer. This role is full-time, with the flexibility to work between our Melbourne CBD office and your home.

Responsibilities:

• Increase client satisfaction by providing market-leading customer service and technical support
• Handle customers' sensitive financial and identification information in a professional and compliant manner
• Identify and report Support trends
• Where necessary, escalate tickets in a timely manner to colleagues
• Contribute towards CoinJar’s self-service options e.g. internal and external knowledge base articles and status page
• Participate in training, personal development programs to maintain and continually improve the quality of service provided
• Comply with the systems, procedures, rules, objectives and timescales set by CoinJar and adopt a disciplined approach when undertaking tasks

• Excellent written communication and interpersonal skills
• High level of empathy for customers and an ability to understand their needs
• Ability to work in a team environment
• Capable of making independent decisions
• Proven ability to operate autonomously and be self-motivated to meet agreed targets
• Attention to detail
• Ability to analyse and determine key issues raised by the client and provide recommendations
• A proactive approach to continuous improvement

• Work From Home days
• Training & Development
• Employee Assistance Programme