Customer Support Representative
New
J
JobgetherCybersecurity, Authentication
Based in India, 24/7/365 operation, rotating shiftsFull-TimeEntry
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Required Skills
- PHPSQLHTMLJavaJavascriptRESTful APIsTechnical support
Requirements
- Bachelor’s degree in a technical discipline such as Engineering, Computer Science, Information Systems, or a related field; equivalent relevant customer support experience may also be considered.
- Previous experience in customer support, preferably within a technical, software, cybersecurity, payments, or technology environment, is advantageous.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical customers.
- Strong analytical and problem-solving abilities, with a structured approach to diagnosing and resolving technical issues.
- Basic understanding of networking concepts, including TCP/IP routing, TCP/UDP communications, DNS, and TOR networking.
- Familiarity with authentication and payment technologies such as 2FA/MFA, OTP, biometrics, Single Sign-On, 3D Secure, and EMVCo frameworks.
- Basic understanding of LAMP or MEAN stack applications, database technologies, SQL queries, HTML, JavaScript, PHP, APIs, SOAP, and Java.
- Willingness and ability to work flexible schedules, including weekends, holidays, rotating shifts, and on-call coverage.
Responsibilities
- Act as the first point of contact for external customers, receiving, documenting, and managing technical requests and support issues.
- Respond promptly and professionally to customer inquiries through phone, email, live chat, and other support channels.
- Diagnose and troubleshoot customer issues related to fraud detection, risk-based authentication, and 3D Secure products, identifying root causes and providing appropriate solutions.
- Resolve straightforward customer requests independently while accurately escalating complex or critical issues to the appropriate technical teams.
- Support internal and external licensing requests, ensuring requests are handled accurately and in accordance with applicable licensing requirements.
- Work across multiple databases and standard web architectures to gather information, investigate issues, and provide comprehensive customer support.
- Maintain and update knowledge base articles and support documentation to ensure information remains accurate and useful for customers and internal teams.
- Collaborate with Product Development, Engineering, Sales, and other cross-functional teams to resolve customer issues and communicate relevant customer needs.
View Full Description & ApplyYou'll be redirected to the employer's site
