Customer Support Representative I

Our Customer Support Representative will provide remote technical customer support for Outseer Fraud Manager and Outseer 3D-Secure products.  Outseer products are comprehensive risk-based authentication and fraud detection platforms that take a risked-based approach to enable strong, multifactor authentication using device forensics, behavioral analysis, and RSA eFraudNetwork matching.

Essential Duties

• 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 basic customer requests and issues independently, while efficiently referring and escalating more complex problems to the appropriate teams.
• 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.
• 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.
• Available to work 24X7X365 organization, shift work, holidays and on-call responsibilities may be required.

Desired 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.
• 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.
• Availability to work flexible hours, including weekends and holidays, if required.
• 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

Desired Behaviors

• Adaptability: Demonstrates flexibility and openness to change. Actively seeks and adopts improved approaches and processes.
• Proactive Action: Takes initiative and is driven by results. Takes ownership of actions and outcomes, meeting commitments and striving for high performance.
• Effective Workload Management: Makes timely decisions, prioritizes tasks effectively, solves problems, monitors results, and takes corrective action when necessary.
• Technical Proficiency: Possesses a solid understanding of their role and responsibilities, demonstrating competence in performing tasks and utilizing relevant technical skills.
• Continuous Learning: Takes personal responsibility for learning and development. Recognizes personal strengths and areas for improvement, actively seeks feedback, and embraces opportunities to learn.
• Effective Communication: Demonstrates strong facilitation and written communication skills. Clearly articulates ideas and proposals, actively listens to colleagues' perspectives, and values diverse viewpoints.
• Collaboration: Shares information, fosters teamwork, and contributes to a positive work environment. Actively collaborates with others and encourages a sense of unity and cooperation among team members.
• Ethical Conduct and Competence: Acts with integrity and intent, displaying ethical character in all actions. Takes accountability for one's own behavior and aligns actions with the company's values and principles.
• Good Citizenship: Represents the values and interests of Outseer. Acts as a positive ambassador for the company and contributes to the overall well-being and success of the organization.