8 months ago | 12 applications

About Company

The global financial ecosystem is changing. Revolutionary blockchain technology has unlocked the potential for people around the world to have more equal access to wealth and information. This transformation has begun with the mass global adoption of cryptocurrencies but like all new financial systems, it needs greater trust to realize its full potential and remain safe from bad actors. That’s where we come in. The Chainalysis blockchain data platform enables businesses, governments, and banks to solve the world’s most high-profile criminal cases, paving the way for an economy built on blockchains.

Job Description

Customer Support at Chainalysis is a globally distributed team dedicated to empowering our customers. Every day we help push forward our company’s goals of increasing product engagement and reducing customer churn. We strive to make our service a Sales differentiator by earning a reputation of unmatched excellence in the industry. The Customer Support Specialist is someone who enjoys helping people solve tricky technical problems. You love interacting with people on a daily basis to help them learn how to use Chainalysis products that solve crucial challenges in their own jobs. You are a self-starter who loves keeping up on the latest industry and technology trends and sharing that knowledge with others. You value teamwork and collaboration. You treat mistakes as learning opportunities for yourself and others. You want to be a part of a team that our customers and coworkers depend on every single day. Within a year you are successful if… You confidently answer advanced product usage and technical questions across our product suite You know and proactively engage with the various customer profiles that make up our customer base You can seamlessly switch from reactive inbound support requests via email, chat, and phone channels to proactive outreach for new and existing customers You have helped our Engineering team squash bugs and add features based on customer feedback. You document new policies and work to ensure the internal knowledge base is up-to-date for your global team A background like this helps: Technical support experience on a digital or software product Understanding of RESTful APIs, SaaS software solutions Experience working in Zendesk or an equivalent Customer Support platform is a plus Experience working with Confluence, Jira, GSuite, Slack, PagerDuty, StatusPage Experience working cross functionally with Customer Success, Engineering, Product, Sales, etc. Clear, concise, and effective written and verbal English language skills Bonus if you have experience with incident management 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) Prior working experience in the cryptocurrency or blockchain space is a huge plus #LI-GM1 At Chainalysis, we help government agencies, cryptocurrency businesses, and financial institutions track and investigate illicit activity on the blockchain, allowing them to engage confidently with cryptocurrency. We take care of our people with great benefits, professional development opportunities, and fun. You belong here. At Chainalysis, we believe that diversity of experience and thought makes us stronger. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us. Some of the ways we’re ensuring we keep learning are an internal Diversity Committee, Days of Reflection throughout the year including International Women’s Day, Juneteenth, Harvey Milk Day, and International Migrant’s Day, and a commitment to continue revisiting and reevaluating our diversity culture. We encourage applicants across any race, ethnicity, gender/gender expression, age, spirituality, ability, experience and more. Additionally, if you need any accommodations to make our interview process more accessible to you due to a disability, don't hesitate to let us know. You can learn more here. We can’t wait to meet you.