In this role, you’ll:

📍Build a close-to-expert understanding of our products and services. 📍Respond to customer inquiries regarding the Chainalysis platform and ensure the customer finds a satisfactory solution. 📍Partner with Customer Success, Sales, and/ or Engineering to help identify product issues and resolve them. 📍Partner with senior members of the support department to identify and provide support for process improvements on all aspects of the support role. 📍Answer advanced product usage and technical questions across our product suite. 📍Proactively engage with the various customer profiles that make up our customer base 📍Seamlessly switch from reactive inbound support requests via email, chat, and phone channels to proactive outreach for new and existing customers

We’re looking for candidates who have:

📍Technical support experience working directly with software products with an understanding of how RESTful APIs, SaaS, and On-Premises software solutions work. 📍Experience working in Zendesk or an equivalent Customer Support platform is a plus. 📍High attention to detail with the proven ability to manage competing tasks, set priorities, and follow up on client requests in a fast-paced environment. 📍Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying (and what they mean). 📍Technical curiosity, with the ability to explain seemingly complex technical terms in easy-to-understand terms.