Technical Customer Success Representative
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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
- Experience with databases and data analysis
- Having worked in a startup and/or scale-up environment
Responsibilities
- 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
Benefits
- Leadership in managing customer support queries with a focus on SLAs.
- Opportunity to learn about challenges faced by Elliptic’s customers and map solutions proactively.
- Creative problem solving for integration into the customer's risk and compliance system architecture.
- Collaboration with product, engineering teams providing feedback loop on new developments.
- Thorough understanding of API documentation required to resolve queries effectively.
- Monitoring automated customer onboarding journeys to assist Customer Success Managers in reducing time-to-value and implementation friction.
- Internal management responsibilities for the Elliptic’s small to medium customer base, ensuring their success within your region.
- Reporting ticket data influencing capacity planning and product roadmap development.
- Detailed customer level reports contributing to account business reviews.
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