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 out of our NYC office 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.

• 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

• Understand our products and empowered to respond effectively to customer support queries

• Successfully onboard customers to obtain value from our products

• 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

• 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

How we work:

• 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.

Learning & Development:

• L&D Budget: $1,000 annual 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 + 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.

Benefits:

• 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.