Customer Support Representative I

This is a fully remote position, open to applicants in India.

📋 Description

• Serve as the primary point of contact for external clients, documenting their requests and issues as they arise.

• Deliver timely and professional responses to customer inquiries through a variety of channels, including phone, email, and live chat.

• Assess and troubleshoot customer queries related to Outseer products, ensuring a thorough understanding of the issues and offering suitable solutions.

• Assist with both internal and external licensing requests, ensuring adherence to licensing agreements and providing necessary support.

• Independently address basic customer requests and issues while efficiently directing more complex problems to the relevant teams.

• Maintain and refresh knowledge base entries, ensuring that accurate and current information is available for both internal and external stakeholders.

• Utilize multiple databases and standard web architectures to collect pertinent information and deliver comprehensive customer support.

• Collaborate with cross-functional teams, including product development, engineering, and sales, to meet customer needs and resolve issues promptly.

• Continuously work towards enhancing customer support processes and contribute to the overall improvement of the customer experience.

⛳️ Requirements

• A bachelor's degree in a technical field (such as Engineering, Computer Science, or Information Systems) or equivalent experience in customer support roles, ideally in a technical or software-related environment.

• Exceptional verbal and written communication skills, with the ability to effectively relay technical information to non-technical customers.

• Strong problem-solving and analytical abilities, capable of diagnosing and resolving customer inquiries efficiently.

• A courteous and supportive attitude that delights customers and ensures they receive excellent service with every interaction.

• Capacity to perform well under pressure and manage multiple customer requests at the same time.

• Attention to detail and robust organizational skills to accurately document customer interactions and resolutions.

• Proficient in utilizing multiple databases and standard web architectures.

• Ability to work both independently and collaboratively in a team-oriented setting.

• Commitment to delivering outstanding customer service and maintaining high levels of customer satisfaction.

• Willingness to learn and adapt to new technologies and product updates.

• Familiarity with administration of J2EE web applications (including Tomcat, Websphere, Weblogic, JBoss) is a plus.

• Basic understanding of networking concepts (such as TCP/IP routing, TCP/UDP communications, DNS, TOR networking, etc.).

• Knowledge of industry-specific technologies: 2FA/MFA (KBA, OTP, Biometrics), Single Sign-On, 3D Secure and EMVCo payment frameworks.

• Basic understanding of applications built on LAMP/MEAN stacks, database technologies, and SQL queries.

• Fundamental concepts surrounding HTML, JavaScript, PHP, APIs, and SOAP methodologies.

• Basic knowledge of programming languages, particularly Java, and an understanding of SSL/TLS encryption.

🏝️ Benefits

• Opportunity to work in a 24/7/365 organization, with shift work, holiday shifts, and on-call responsibilities potentially required.