Customer Support Associate - Contract

Blockchain technology is powering a growing wave of innovation. Businesses and governments around the world are using blockchains to make banking more efficient, connect with their customers, and investigate criminal cases. As adoption of blockchain technology grows, more and more organizations seek access to all this ecosystem has to offer. That’s where Chainalysis comes in. We provide complete knowledge of what’s happening on blockchains through our data, services, and solutions. With Chainalysis, organizations can navigate blockchains safely and with confidence.

The Customer Support Associate supports 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.

The Associate role will support all aspects of account administration work, including customer account configuration/set-up, providing account access support and supporting internal admin requests. They will also be working with end customers via email, chat, and phone channels within Zendesk to help troubleshoot basic technical and product issues preventing customers from getting value from our products. The ideal candidate will be detail-oriented, empathetic, and have a customer-first approach. To succeed, the Customer Support Associate will utilise written communication, technical troubleshooting, and time management skills.

This is an one-year contractor role.

In one year, you’ll know you were successful if…

• You have responded to customer inquiries regarding the Chainalysis platform and have ensured the customer finds a satisfactory solution.
• You have a close-to-expert understanding of our products and services. May collaborate with CS, Sales, and/or Engineering to help identify product issues and resolve them
• You have partnered with senior members of the support department to identify and provide support for process improvements on all aspects of the support role

A background like this helps:

• Technical curiosity, with the ability to explain seemingly complex technical terms in easy-to-understand terms
• Familiarity with asynchronous communication platforms like email, Slack, and Zoom
• Excellent written communication skills
• High attention to detail with experience following precise processes
• A desire to build a career in the exciting Web 3, blockchain, and crypto space
• A desire to advance in a Customer Experience organization

#LI-DP1 #LI-Remote

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, Harvey Milk Day, World Humanitarian Day, and UN International Migrants 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.

Applying from the EU? Please review our Chainalysis Applicant Privacy Policy.

By submitting this application, I consent to and authorize Chainalysis to contact my former employers, and any and all other persons and organizations for information bearing upon my qualifications for employment. I further authorize the listed employers, schools and personal references to give Chainalysis (without further notice to me) any and all information about my previous employment and education, along with other pertinent information they may have, and hereby waive any actions which I may have against either party(ies) for providing a reference. I understand any future employment will be contingent on the Company receiving satisfactory employment references.