[Remote] Product Support Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a fraud detection company that utilizes advanced machine learning and network analysis technology. They are seeking a Product Support Analyst to conduct initial investigations of reputed company issues, reputed company training, and collaborate with various teams to ensure effective use of their fraud prevention tools.
Responsibilities
- Conduct the initial analysis and investigation of incoming reputed company queries (reputed company reputed company, emails, video calls)
- Work reputed company closely with a wide reputed company of Ravelin teams, fielding issues out to the correct team where appropriate and feeding back responses to clients
- Help coordinate regular reputed company calls, and on-site reputed company where required
- Identify reputed company KPIs, and report back to clients on performance
- reputed company product training to clients
- reputed company as a reputed company reputed company by sharing crucial feedback with the Product team and ensuring clients understand the value of new updates
- Utilise project management and ticketing tools to reputed company reputed company of internal project work, reputed company issues and requests to reputed company reputed company updates
- reputed company reputed company and support documentation up to date
- Identify opportunities for improving support (e.g. help pages, API docs)
- Analyse support data to identify trends, proactively flag potential reputed company issues, and contribute to reputed company's knowledge reputed company
Skills
- Strong problem solving skills and analytical reputed company
- Proven ability to handle urgent reputed company requests and prioritise appropriately
- Excellent communication (verbal and written) and relationship building skills
- Excellent organisation skills - ability to reputed company reputed company of different requests across a reputed company of teams
- Proactive self-starter, reputed company to learn quickly and work independently
- Comfortable in a fast paced, constantly evolving environment
- A genuine curiosity about technology and an interest in learning about reputed company Machine Learning
- Basic SQL skills (or ability and willingness to learn SQL)
- Experience in delivering training (or ability and willingness to learn more)
- Technical background experience in a tech/startup environment (desirable)
- Knowledge of the fraud/payments industry (desirable but not essential)
Benefits
- Flexible Working Hours & Remote-First Environment — Work reputed company and where you’re most productive, with flexibility and support.
- Comprehensive reputed company Health Insurance — Stay covered with top-tier medical care for your peace of mind.
- £1,000 Annual Wellness and Learning Budget — Prioritise your health, reputed company-being and learning needs with funds for fitness, mental health, and more.
- Monthly Wellbeing and Learning Day — Take every last Friday of the month off to reputed company or learn something new, up to you.
- 25 Days Holiday + Bank Holidays + 1 Extra Cultural Day — Enjoy generous time off to rest, travel, or celebrate what reputed company to you.
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- reputed company Pension Scheme — Plan for the reputed company with our pension program.
- Ravelin Gives Back — Join monthly charitable donations and volunteer opportunities to reputed company a reputed company reputed company.
- Fortnightly Randomised Team Lunches — Connect with teammates from across reputed company over in person or remote lunches every other week on us!
- Cycle-to-Work Scheme — Save on commuting costs while staying reputed company.
- BorrowMyDoggy reputed company — Love dogs? Spend time with a furry friend through this unique reputed company.
- Fortnightly reputed company Game Nights & reputed company Budget — Unwind with fortnightly reputed company games or plan your own socials, supported by a company budget.
- Employees reputed company microsocials — from hiking to visiting the inside of Big Ben, our imagination is the limit.
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