Technical Customer Support Analyst

Role Overview

• Lead the day-to-day management of all customer support queries in line with SLAs, including; account maintenance, troubleshooting issues, training requests and general queries for the region.
• Proactively learn challenges faced by Elliptic’s customers in identifying, preventing and investigating criminal activity in digital assets; and map Elliptic solutions to those challenges.
• Creatively identify and solve integration challenges to ensure “stickiness” of the Elliptic platform within the customer’s overall risk and compliance system architecture.
• Work closely with the product and engineering teams to provide a feedback loop on new product development opportunities.
• Maintain a thorough understanding of our API documentation and capabilities to resolve customer queries and to manage prospect conversations.
• Proactively monitor the automated customer onboarding journeys to assist Customer Success Managers in accelerating the time-to-value and reduce friction in the initial implementation process.
• Internally manage the onboarding, monitoring and maintenance of Elliptic’s small to medium customer base, owning the success of the customers assigned to your region.
• Report on ticketing data to influence our capacity planning and product roadmap, as well as detailed customer level reports to contribute to account business reviews.
• Proactively collaborate with fellow global Technical Customer Support Representatives, Customer Success Managers and other supporting departments, ensure best practices are applied to ticket to ensure accurate reporting and trend tracking.

Requirements

• Experience in the B2B SaaS space or a complex technical market.
• Experience working with and/or a demonstrable interest in crypto and blockchain.
• Experience working with complex technical products.
• Knowledge of crypto.
• Demonstrated knowledge of API and backend systems design.

Benefits

• Hybrid working: The option to work from almost anywhere for up to 90 days per year.
• Remote Work Budget: $650 budget to set up your home office space.
• L&D Budget: $1,000 annual Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development.
• Holidays: 25 days of annual leave + 8 US Public Holidays.
• Birthday Leave: An extra day off for your birthday.
• Enhanced Parental Leave: We provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid leave.
• Healthcare: Comprehensive medical, dental, and vision coverage through a range of providers (including Tufts, Kaiser, Aetna, UHC, and Blue Shield of CA) with generous premium contributions for you and your dependents.
• 401k: Company match included.
• Mental Health: Full access to Spill mental health support.