Customer Support Associate

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.

We’re looking for a Customer Support Associate who will support the Chainalysis platform and applications throughout their lifecycle. This role will provide best-in-class first-line customer support to our global customer base, focusing on regional timezone coverage. You’ll work with customers via email, chat, and phone to support all technical and product issues and account administration work, including customer account configuration/set-up, account access support, and internal admin requests. The ideal candidate will be detail-oriented, empathetic, and have a customer-first approach, and possess solid written communication, technical troubleshooting, and time management skills.

This role is slated to be remote in the USA and there is a preference for candidates in the Eastern and Central time zones.

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.

• Excellent written and verbal communication skills.

• A desire to build a career in the exciting Web3, blockchain, and crypto space.

• A desire to …