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 at Elliptic managing customer inquiries and onboarding processes. Leading the integration of complex technical products in the crypto industry.
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
- Bilingual - English and Mandarin (preferably native)
- 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
- Bonus Points for: Experience with databases and data analysis
- Having worked in a startup and/or scaleup environment
Benefits
- Hybrid working: The option to work from almost anywhere for up to 90 days per year.
- Remote Work Budget: S$800 budget to set up your home office space.
- Team Off-sites: We hold quarterly full-day off-sites to connect and collaborate.
- 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: 24 days of annual leave + Singapore gazetted holidays.
- Birthday Leave: An extra day off for your birthday.
- Health Insurance: Comprehensive Private Health Insurance.
- Health Screening: S$650 towards your annual health screening.
- Mental Health: Full access to Spill mental health support.
- Crypto Bonus: £100 worth of crypto for you!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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