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 f