Customer Support Representative I

Role Overview

• 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.

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.
• 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

Tech Stack

• DNS
• J2EE
• Java
• JavaScript
• LAMP
• PHP
• SOAP
• SQL
• TCP/IP

Benefits

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