Technical Support Specialist supporting enterprise customers on Coupa's spend management platform. Managing customer inquiries and leveraging technical acumen to drive successful outcomes in a collaborative team environment.
About the role
- Technical Customer Support Analyst resolving client inquiries and supporting onboarding in the B2B SaaS crypto industry. Collaborating with product teams and driving customer satisfaction in New York.
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: 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.
- L&D Budget: $1,000 annual Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development.
- 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.
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Demo Support Engineer at Coupa translating complex capabilities into compelling business outcomes. Supporting sales velocity and maintaining technical collaboration using AI tools.
Technical Customer Support Analyst educating clients on blockchain solutions provided by Elliptic. Supporting customer satisfaction through training and integration management in a hybrid role.
Technical Customer Support Analyst at Elliptic managing customer inquiries and onboarding processes. Leading the integration of complex technical products in the crypto industry.
Tier II Technical Support Specialist at Accelo enhancing customer experiences through expert - level technical support and problem - solving in professional services management.
Technical Support Representative for BCM One to assist customers with VoIP and SIP technology issues. Troubleshooting, documenting, and providing excellent customer support within a hybrid work environment.
Support Engineer managing tickets and documentation for telecommunications company. Collaborating with support team to resolve client technical issues.
Analista de Suporte ao Cliente no Grupo Softgran resolvendo problemas de usuários e melhorando a experiência com software de gestão. Trabalho colaborativo para garantir o sucesso do cliente.
Analista de Suporte Júnior supporting clients in ERP Software operations. Focusing on administrative, financial, and accounting routines while ensuring effective system usage.
IT Support Technician providing on - site software and hardware support across various locations in Toulouse. Focused on user assistance, incident management, and continuous improvement in information technology services.