Note: The job is a remote job and is open to candidates in USA. Ravelin Technology 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 client issues, provide training, and collaborate with various teams to ensure effective use of their fraud prevention tools.
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, 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
Skills
- 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)
- 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 when and where you’re most productive, with flexibility and support.
- Comprehensive BUPA Health Insurance — Stay covered with top-tier medical care for your peace of mind.
- £1,000 Annual Wellness and Learning Budget — Prioritise your health, well-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 recharge 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 matters to you.
- Mental Health Support via Spill — Access professional mental health services when you need them.
- Aviva Pension Scheme — Plan for the future with our pension program.
- Ravelin Gives Back — Join monthly charitable donations and volunteer opportunities to make a positive impact.
- Fortnightly Randomised Team Lunches — Connect with teammates from across the company over in person or remote lunches every other week on us!
- Cycle-to-Work Scheme — Save on commuting costs while staying active.
- BorrowMyDoggy Access — Love dogs? Spend time with a furry friend through this unique perk.
- Fortnightly Board Game Nights & Social Budget — Unwind with fortnightly board games or plan your own socials, supported by a company budget.
- Employees lead microsocials — from hiking to visiting the inside of Big Ben, our imagination is the limit.
Company Overview