Service Desk Analyst

Who is coinpass.com

Coinpass is a UK based cryptocurrency exchange servicing retail, business, and institutional clients across a varied number of products and services. We serve the UK and European crypto markets as a GBP and Euro on/off ramp, crypto trading, and investment platform with a global ambition to service users in 100+ countries.

Coinpass Limited (coinpass.com) is registered with the UK Financial Conduct Authority (FCA) as a crypto-asset business on the Temporary Registration Scheme looking to move to a full regulatory licence in 2021.

Our mission is to be more than just an exchange. Our vision: to blur the line between crypto and finance into a single digital layer.

What you will be doing:

• Overseeing day to day operations of service desk infrastructure (email, chat, reporting, escalation)
• Developing, Improving & Maintaining our client-facing documentation and FAQ.
• Take over responsibility to handle email, live chat, and phone calls in a timely and comprehensive manner.
• Organize user feedback into detailed reporting to present to stakeholders for the brand, product, and team development.
• Be responsible for the client facing documentation Wiki.
• Acting as a brand ambassador, representing our brand as a front line marketeer for all inbound communications.

What we’re looking for:

• Previous experience with a Technical Support environment.
• Motivated, organised, and structured hands-on Support Technician who can focus on both user and team communication and escalation.
• Continuously improve existing reporting based on user and/or management feedback.
• Data-driven decision making based on relevant statistics
• An emotionally strong person with a resolve to maintain compliance, brand, and customer support standards.
• Actively communicate and collaborate with other team members and departments.
• Ability to use adequate tone, language, and concise written information to address client questions and tickets.