Senior Manager, Technical Support at RingCentral overseeing global Tier 2 and Tier 3 Support Engineering teams. Driving excellence and optimizations for complex enterprise customer experiences.
About the role
- Technical Customer Support Analyst educating clients on blockchain solutions provided by Elliptic. Supporting customer satisfaction through training and integration management in a hybrid role.
Responsibilities
- 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
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
Benefits
- 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
- $1,000 Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development
- 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
- Private Health Insurance - we use Vitality!
- Full access to Spill Mental Health Support
- Life Assurance: 4 times your salary to your beneficiaries
- £100 cryptocurrency for you!
- Cycle to Work Scheme
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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