Customer Support Engineer I

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November 21

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Outseer

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Fintech • Cybersecurity • SaaS

Outseer is a transactional risk management and fraud prevention company that provides a suite of AI- and machine learning-powered products (including a risk engine, behavioral biometrics, 3‑D Secure, Fraud Manager, and FraudAction) and a consortium data network to detect and stop payment fraud, scams, phishing, mule accounts, and other financial threats. Its platform and services are delivered to banks, card issuers, payment processors, and other financial institutions to reduce fraud while preserving customer experience.

201 - 500 employees

💳 Fintech

🔒 Cybersecurity

☁️ SaaS

📋 Description

• 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 non-technical 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.) • Industry specific technologies: 2FA/MFA (KBA, OTP, Biometrics) Single-Sign On 3D Secure and EMVCo payment framework • Basic understanding around applications built on LAMP/MEAN stack • Understanding about database technologies and SQL queries • Basics around HTML/Javascript/PHP • Basics concepts around APIs and SOAP methodologies • Understanding of programming languages, such as Java • Understanding about SSL/TLS encryption.

🏖️ Benefits

• Available to work 24X7X365 organization, shift work, holidays and on-call responsibilities may be required.