Service Desk Technician

CoinFlip is a leading fintech company powered by cryptocurrency. The company operates the world's largest network of cryptocurrency ATMs by transaction volume with over 4,500 kiosks across 49 US states, Puerto Rico, Canada, Australia, New Zealand, South Africa, Italy, Panama, and Brazil supporting the buying and selling of major cryptocurrencies with cash. In 2020, CoinFlip launched Order Desk, an over-the-counter service that provides investors with a personal account manager and competitive coin pricing. In 2023, CoinFlip launched a digital app and created an additional way to easily buy, sell, send, swap, and receive crypto. 

CoinFlip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, CoinFlip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain's and was awarded the 2021 and 2022 Stevie Awards for Customer Service. For more information about CoinFlip, please visit www.CoinFlip.tech.

Coinflip is seeking a highly motivated and experienced Service Desk / Product Operations Technician to serve as the first line of response and to provide technical support to internal users. The technician will be part of a global team responsible for ensuring that customer issues get escalated to the appropriate teams for resolution and internal end-user issues are resolved within the established timeframes.

Responsibilities:

• Serve as the first point of contact for internal users seeking technical assistance in-person, over the phone, or by email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Monitor performance and identify potential issues
• Determine the best solution based on the issue and details provided by internal users
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel or to other relevant product teams
• Follow-up with stakeholders, update status and information
• Record events and problems, and their resolution in service tickets
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Other assigned duties

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 3+ years of experience in a technical support or operations role
• Experience with ticketing systems (e.g., Atlassian JIRA) and customer support software
• Ability to communicate technical information to non-technical audiences
• Troubleshooting knowledge for Microsoft Windows and Apple MacOS operating systems
• Experience with monitoring solutions like Grafana or Defender is a plus
• Knowledge of enterprise software such as Microsoft Azure Active Directory, InTune, Jamf, Teams, and Office 365 is a plus
• Knowledge of cryptocurrency, blockchains and cloud solutions is a plus

Nice to Have:

• Basic knowledge of cryptocurrency and blockchains
• General passion and knowledge of fintech and crypto

Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical "startup" - we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. 

By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we'll work with you to meet your needs.