Customer Support Engineer I
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Job Description
Customer Support Engineer providing remote technical support for Outseer Fraud Manager and Outseer 3D-Secure products. Managing customer requests and ensuring timely resolution of inquiries.
Responsibilities:
- Act as the first point of contact for external customers, receiving and documenting their requests and issues.
- Provide prompt and professional responses to customer inquiries through various channels such as phone, email, and live chat.
- Diagnose and troubleshoot customer inquiries related to Outseer products, ensuring accurate understanding of the problems, and providing appropriate solutions.
- Support internal and external licensing requests, ensuring compliance with licensing agreements and providing necessary assistance.
- Resolve most customer requests independently, demonstrating a strong understanding of our products and services.
- Identify and escalate more complex problems or issues to the appropriate internal teams, providing detailed information for efficient resolution.
- Maintain and update knowledge base entries, ensuring accurate and up-to-date information is available for both internal and external use.
- Work with multiple databases and standard web architectures to gather relevant information and provide comprehensive support to customers.
- Handle customer email communication, ensuring prompt and professional responses to customer inquiries.
- Collaborate with cross-functional teams, including product development, engineering, and sales, to ensure customer needs are met and issues are resolved in a timely manner.
- Continuously strive to improve customer support processes and contribute to enhancing overall customer experience.
- Assist with other project duties as assigned, contributing to the continuous improvement of our customer support processes.
Requirements:
- Bachelor’s degree in a technical discipline (Engineering, Computer Science, Information Systems etc.) or equivalent experience in customer support roles, preferably in a technical or software-related field.
- 2+ years’ experience in technical customer service role, preferably in a technical or software-related field.
- Excellent verbal and written communication skills, with the ability to effectively convey technical information to nontechnical customers.
- Strong problem-solving and analytical skills, with the ability to diagnose and resolve customer inquiries efficiently.
- A polite and supportive demeanor that delights our customers and ensures they are well taken care of with every interaction.
- Ability to work well under pressure and manage multiple customer requests simultaneously.
- Attention to detail and strong organizational skills to accurately document customer interactions and issue resolutions.
- Proficiency in working with multiple databases and standard web architectures.
- Ability to work both independently and collaboratively within a team-oriented environment.
- Dedication to providing exceptional customer service and maintaining high customer satisfaction levels.
- Willingness to learn and adapt to new technologies and product updates.
- Knowledge of administration with J2EE web applications (Tomcat/Websphere/Weblogic/JBoss) would be bonus.
- Basic Network (TCP/IP routing, TCP/UDP communications, DNS, TOR networking, etc.)
- Understanding of SSL/TLS encryption
Benefits:
- Available to work 24X7X365 organization, shift work, holidays and on-call responsibilities may be required.
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