Technical Customer Support Analyst

Technical Customer Support Analyst

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 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

What you will achieve in the first 6 months:

• Understand our products and empowered to respond effectively to customer support queries
• Run a live training webinar for our SMB customers
• Successfully onboard customers to obtain value from our products

You will be a great fit here if you:

• You love to learn about new technology and are curious about how things work under the hood
• Passionate about cryptocurrency and the future of finance
• Always take up the opportunity to broaden your knowledge and continuously improve and develop your skills
• Thrive working in an autonomous environment
• Firmly recognise that diverse and empowered teams make us stronger as individuals, a team and as a business
• Embody proactivity and are happy rolling up your sleeves and getting stuck in with everything required to support customers, from the day to day admin to representing Elliptic
• Exceptional and empathetic listener, and able to use this quality to truly understand the challenges your customers are facing
• You enjoy thinking creatively and problem solving under pressure

Our ideal candidate has:

• 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
• Experience with databases and data analysis
• Having worked in a startup and/or scale-up environment

Job Benefits

How We Work

• Hybrid working and the option to work from almost anywhere for up to 90 days per year
• £500 Remote working budget to set up your home office space

Learning & Development

• $1,000 Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development

Vacation/Leave

• Holidays : 25 days of annual leave + bank holidays
• An extra day 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

Benefits

• Private Health Insurance - we use Vitality!
• Full access to Spill Mental Health Support
• Life Assurance : 4 times your salary to your beneficiaries
• Cycle to Work Scheme