Bitcoin Jobs at Bitpanda

Your mission

Bitpanda Custody is a digital asset custody provider, securing our customers private keys so that their interactions with crypto assets and DeFi are safer, faster and easier. As our customer base expands we are looking to build a support function that keeps our customers at the heart of everything we do. Do you have an interest in digital assets? Are you excited by the promise of a decentralised future? Then come and join a company growing at the forefront of the crypto universe.

We are seeking a Customer Service Representative (CSR) to help our customers succeed. We provide an iOS app, web app and API to allow customers to manage their digital assets and keys. The successful applicant will be responsible for resolving customer issues from beginning to end, this will involve both technical analysis across our multiple cloud systems as well as communicating with the technical development team and other stakeholders.

What you’ll do

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Diagnose and troubleshoot technical issues, including account setup
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritise and manage several open issues at one time
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients
• Educating end-users about new system features
• Assisting Server Engineers by taking care of basic tasks like creating user-profiles and monitoring updates and backups

What we’re looking for

• A proven ability to diagnose and resolve complex technical problems and provide step-by-step technical help, both written and verbal
• Clear communication with a focus on ensuring customers are kept informed at all times
• A desire to continually improve our support procedures and processes
• Flexibility to take on the challenges of working in a small but growing company
• A demonstrable interest in crypto assets and DeFi