Elliptic
crypto & blockchain
TechnicalCustomerSupportAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Customer Support Analyst at Elliptic. Skills: Technical Customer Support, product expert, customer satisfaction, troubleshooting, integration, API, onboarding, reporting. Lead the day-to-day management of all customer support queries in line with SLAs, 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 and m”
Industry & Context.
troubleshooting issues; integration challenges; problem solving under pressure
option to work from almost anywhere for up to 90 days per year
What They're Looking For.
Must Have
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
Nice to Have
Experience with databases and data analysis, Having worked in a startup and/or scale-up environment
What You'll Do.
Lead the day-to-day management of all customer support queries in line with SLAs
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 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
How You'll Work.
Team & Collaboration
Work closely with the product and engineering teams; Proactively collaborate with fellow global Technical Customer Support Representatives, Customer Success Managers and other supporting departments
Communication Scope
educate others; knowledge sharing; training; advice; trusted advisor; empathetic listener; truly understand the challenges your customers are facing
Full Job Description
Do you have a passion for crypto & blockchain? Do you love learning and immersing yourself in complex technology and then using your expertise to educate others? Are you experienced in customer facing roles? Are you looking for a values led company, which cares about the growth of its employees? The impact you will have: As a Technical Customer Support Analyst based in San Francisco you will play a key role in supporting our growth and expansion in the region as a technical product expert in all things Elliptic and the ‘go-to’ person for our customer base. Through knowledge sharing, training and advice during the initial onboarding and on an ongoing basis you become a trusted advisor to our customers ensuring continued customer satisfaction. What you will do: - 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 cap
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