Technical Customer Support Analyst

Elliptic Enterprises Limited

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Join Elliptic Enterprises Limited as a Technical Customer Support Analyst, a pivotal role where your passion for cryptocurrency and blockchain technology will directly contribute to our company's growth and expansion in the Asia-Pacific region.
• As a technical product expert, you will be the primary point of contact for our diverse customer base, providing essential knowledge sharing, training, and expert advice throughout their onboarding journey and on an ongoing basis.
• Your mission is to become a trusted advisor, ensuring our customers achieve maximum value from Elliptic's solutions and fostering continued customer satisfaction and loyalty.
• You will be instrumental in the day-to-day management of all customer support queries, adhering strictly to Service Level Agreements (SLAs).
• This includes handling account maintenance, intricate troubleshooting of technical issues, managing training requests, and addressing general inquiries specific to the region.
• A key responsibility involves proactively learning about the unique challenges Elliptic's customers face in identifying, preventing, and investigating illicit activities within digital asset transactions.
• You will then expertly map Elliptic's innovative solutions to these specific customer challenges, demonstrating the tangible value and effectiveness of our platform.
• You will employ creative problem-solving skills to overcome integration challenges, ensuring the seamless and sticky integration of the Elliptic platform within the customer's existing risk and compliance system architecture.
• This role requires close collaboration with our Product and Engineering teams, acting as a crucial feedback loop for new product development opportunities and enhancements.
• You will maintain an in-depth understanding of our API documentation and capabilities, enabling you to efficiently resolve customer queries and confidently manage prospect conversations.
• Proactively monitor the automated customer onboarding journeys, providing essential support to Customer Success Managers to accelerate time-to-value and minimize friction during the initial implementation phase.
• You will internally manage the onboarding, ongoing monitoring, and maintenance of Elliptic's small to medium-sized customer base, taking full ownership of the success of customers assigned to your region.
• Reporting on ticketing data is a critical aspect of this role, influencing our capacity planning, product roadmap development, and contributing detailed customer-level reports for account business reviews.
• Foster proactive collaboration with fellow global Technical Customer Support Representatives, Customer Success Managers, and other supporting departments.
• Ensure best practices are applied to ticket management for accurate reporting and effective trend tracking, contributing to a cohesive and efficient support ecosystem.
• Within your first six months, you will gain a comprehensive understanding of Elliptic's products, becoming empowered to respond effectively to a wide range of customer support queries.
• You will have the opportunity to run a live training webinar for our Small and Medium-sized Business (SMB) customers, showcasing your expertise and training capabilities.
• Successfully onboard customers, guiding them to realize the full value and benefits of our products.
• This role is ideal for individuals who possess an insatiable curiosity for new technology and a deep desire to understand how things work 'under the hood'.
• A genuine passion for cryptocurrency and the future of finance is essential, driving your engagement and expertise.
• You should consistently seek opportunities to broaden your knowledge, continuously improve, and develop your professional skills.
• Thriving in an autonomous work environment, where you can take initiative and manage your responsibilities effectively, is key.
• You firmly recognize that diverse and empowered teams are the foundation of our collective strength as individuals, a team, and a business.
• Embody proactivity and a 'roll-up-your-sleeves' attitude, tackling everything required to support customers, from day-to-day administration to representing Elliptic with professionalism.
• Exceptional and empathetic listening skills are crucial, enabling you to truly understand and address the unique challenges your customers are facing.
• You enjoy creative thinking and excel at problem-solving under pressure, turning complex issues into successful resolutions.

🎯 Requirements

• Bilingual proficiency in English and Mandarin (preferably native).
• Proven experience in the B2B SaaS space or a similarly complex technical market.
• Experience working with or a demonstrable strong interest in cryptocurrency and blockchain technology.
• Demonstrated experience working with complex technical products.
• Solid understanding of API and backend systems design.

🏖️ Benefits

• Hybrid working model with up to 90 days of remote work per year.
• S$800 budget for home office setup.
• Quarterly full-day team off-sites for connection and collaboration.
• S$1,000 annual Learning & Development budget.

Skills & Technologies

Remote

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Elliptic Enterprises Limited

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About Elliptic Enterprises Limited

Elliptic is a global leader in crypto-asset risk management. The company provides a comprehensive suite of tools and services designed to help businesses, regulators, and law enforcement agencies understand and manage the risks associated with cryptocurrencies. Their technology analyzes blockchain data to detect illicit activity, identify high-risk transactions, and ensure compliance with anti-money laundering (AML) and counter-terrorist financing (CTF) regulations. Elliptic's solutions are used by financial institutions, exchanges, and governments worldwide to protect against financial crime, enhance security, and foster the safe adoption of digital assets.

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