CoinFlip is hiring a

Web3 Service Desk Technician / Product Operations

CoinFlip is a leading fintech company powered by cryptocurrency. Believing everyone deserves to participate in the new digital economy, the company operates one of the world’s largest networks of cryptocurrency ATMs — with over 4,000 active kiosks — as well as an over-the-counter trading desk. In 2022, CoinFlip became an international company by expanding into Canada, and launched CoinFlip Ventures, a new initiative designed to support start-up companies. 

CoinFlip placed No. 60 on the 2021 Inc. 5000 list of the nation’s fastest-growing private companies. CoinFlip was also named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain’s Business. 

As our growth trajectory continues, we’re looking to quickly expand all of our teams. It’s an exciting time to join CoinFlip as we’re pursuing additional business lines and continued international expansion to further cement us as a leading financial technology company. 

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 customer and internal issues. 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 Sentinel is a plus
• Knowledge of enterprise software such as Active Directory, 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.