Technical Customer Support Associate

at  Elliptic

WHAT YOU WILL DO:

• Carry the day-to-day management of all customer support queries in line with SLAs, including; account maintenance, troubleshooting issues, training requests and general queries
• Identify high priority cases and escalate as required
• Triage inbound tickets to help prioritise the urgency and complexity
• Be familiar with 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
• Build an understanding of our API documentation and capabilities to help resolve a wider range of customer queries
• Proactively monitor the automated customer onboarding journeys to assist Account Managers in accelerating the time-to-value and reduce friction in the initial implementation process
• 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
• Assist Sales Team and Account Management team with customer trials, demonstrations and training as needed