Customer Support Representative

Summary

Join Bitcoin Depot as a Customer Support Representative and become a vital part of our team, directly impacting the customer experience lifecycle. You will handle various customer inquiries through multiple channels, ensuring timely and professional responses. Collaborate with other departments to resolve issues, including machine malfunctions and compliance matters. Proactively identify and address potential ToS or compliance violations within customer profiles. This role requires excellent communication skills and a fast-paced work environment. Bitcoin Depot is a leading Bitcoin ATM network, recognized for its excellent workplace culture and growth.

Requirements

• 1+ years of experience in customer support or call center work
• Excellent communication skills, both written and verbal
• Ability to work in a fast-paced, dynamic environment

Responsibilities

• Promptly and politely answer incoming calls, emails and text messages from customers by using Zendesk, Gmail, Slack and in-house tools
• Ability to multitask between phone, email, chat, sms
• To work alongside other departments when needed by using Slack, Bitaccess, and GSuite
• Monitor Customer “ID Approval” requests with urgency and accuracy
• Troubleshoot customers with blockers on their accounts
• Notate customer accounts with notes that will be helpful for the next customer support agent to assist and quickly identify account issues
• Fill out scam reports spreadsheet, gathering as much pertinent information from the scam victim, as well as banning their account from the network
• Monitor ATM machines, check for and troubleshoot offline machines and attempt remote opt-reboot,and escalate the issue if a simple reboot does not resolve the problem
• Obtain all required information to process refunds for partially filled crypto orders for cash withdrawals
• Knowledge of how to track/monitor/interpret transactions via blockchain ledger
• Customer support or inside sales, call customers that have signed up for, but have not completed a transaction

Preferred Qualifications

• Knowledge of the cryptocurrency industry, including blockchain technology and major cryptocurrency such as Bitcoin
• Knowledge of Zendesk platform

Benefits

• 401K Matching
• Health benefits offered with a company contribution towards premiums
• Paid wellness membership
• Equity
• Paid time off & holidays
• Annual in-person team building events
• Virtual team building events
• Remote first environment