elliptic - Technical Customer Support Analyst

• As a Technical Customer Support Associate based out of our Singapore 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 • 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 love to learn about new technology and are curious about how things work under the hood • Passionate about cryptocurrency and the future of finance