Technical Support Specialist

Job not on LinkedIn

🕒 July 10

🚗 Michigan – Remote

🚗 Michigan – Remote

💵 $47k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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365id

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

🔒 Cybersecurity

📋 Compliance

💳 Fintech

Cybersecurity • Compliance • Fintech

365id is a company that specializes in market-leading ID verification solutions aimed at preventing fraud, ensuring compliance, and enhancing customer experience across various industries. Their services include real-time verification of ID documents through easy-to-use scanners and software, designed to streamline the customer onboarding process while meeting legal requirements. Trusted by banks, car rental companies, hotels, and many others, 365id focuses on providing secure, reliable, and efficient identity verification solutions that can easily integrate into existing business systems.

📋 Description

• Provide technical system and user support by responding to calls and email requests for technical support in a timely manner • Diligently manage client cases within Zendesk, and communicate any perceived delays to management immediately upon identification • Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients • Assess issues and escalate, if needed, to higher levels of client support • Resolve technical problems, detect patterns of issues, and communicate via the defined escalation path (including services leadership) regarding persistent issues • Assist other department employees in troubleshooting difficult or time-sensitive problems • Configure client equipment both locally and remotely • Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications • Contribute to continuous improvement of the client experience by providing suggestions for the betterment of technical practices • Workweek includes Saturday & Sunday shift in schedule, with 2 days off during the weekdays • Other duties as assigned by Supervisor

🎯 Requirements

• 1-2 years experience handling high-end clients with the ability to demonstrate proper service recovery steps or a commensurate combination of education, certifications, and experience • Proficient with Ubuntu or other Linux distribution highly desired • Solid understanding of mobile environments including Android and iOS, including development and logging tools • Solid understanding of Windows 10 environment including device drivers, event viewer, and error reporting • Experience working with advanced software issues that require root cause analysis • Experience maintaining small networks. Network+ a bonus, but not necessary • Exposure to SQL commands a bonus • Able to work independently and efficiently to meet deadlines • Able to promptly answer support related email, phone calls and other electronic communications • Self-motivated, detail-oriented and organized • Ability to learn new technologies quickly and deal with ambiguity • Proficient in Internet related applications such as email clients, FTP clients and web browsers • Proficient in the entire Microsoft Office suite (Word, Excel, Outlook, PowerPoint) • Excellent communication (oral and written), interpersonal, organizational, and presentation skills using appropriate vocabulary and grammar to obtain and convey information.