Product Support Analyst

Ravelin Technology

1d•Remote

About The Position

Ravelin is looking for a Product Support Analyst to join a fantastic team where product support meets data science. You will be part of a team conducting the initial investigation into issues raised by clients, as well as training and supporting them to make sure they get the best out of their fraud prevention tools. You are in your element working with people, and can explain complex problems and solutions in a clear and simple way whether over Slack, email, in a client call or when providing training. An adaptable problem solver, you are organised and able to work autonomously and keep track of a variety of tasks. You'll be our first point of contact for our clients and you shall work closely alongside Account Management to prioritise projects and alongside Data Scientists in the Investigations team to solve client queries. You will help to ensure that clients understand their fraud problems, provide solutions and will become an expert in the Ravelin product. This role has several potential directions for development, with opportunities available to gain experience in a variety of areas including data analysis, data science or project management.

Requirements

Strong problem solving skills and analytical mindset
Proven ability to handle urgent client requests and prioritise appropriately
Excellent communication (verbal and written) and relationship building skills
Excellent organisation skills - ability to keep track of different requests across a variety of teams
Proactive self-starter, able 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 applied Machine Learning
Basic SQL skills (or ability and willingness to learn SQL)
Experience in delivering training (or ability and willingness to learn more)

Nice To Haves

Technical background experience in a tech/startup environment (desirable)
Knowledge of the fraud/payments industry (desirable but not essential)

Responsibilities

Conduct the initial analysis and investigation of incoming client queries (via Slack, emails, video calls)
Work very closely with a wide range of Ravelin teams (Investigations, Detection, Integrations, Product), fielding issues out to the correct team where appropriate and feeding back responses to clients.
Help coordinate regular client calls, and on-site visits where required
Identify client KPIs, and report back to clients on performance
Provide product training to clients
Act as a client advocate by sharing crucial feedback with the Product team and ensuring clients understand the value of new updates.
Utilise project management and ticketing tools to keep track of internal project work, client issues and requests to provide progress updates.
Keep client 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 client issues, and contribute to our team's knowledge base.