Technical Support Specialist

Job Description

Description

Duties:

• Providing guidance and validation of software solutions that will allow some of the largest companies in the world do more business online
• 24×7 on-call position
• Following prescribed software workflow and processes when addressing customer questions and ensuring that the Service continues to function normally through software maintenance, testing and post-deployment
• Discerning when software/technical issues should be escalated and responding to customer’s initial questions on our software products and actively monitoring the service that ThreatMetrix provides
• Proactively notify customers of Service events
• Documentation as a reference for future maintenance and upgrades

Testing and troubleshooting customer integrations, including:

• Desktop/Laptop and mobile fingerprinting
• API Integrations
• Policies and rules
• Escalation and enforcement workflow design

Requirements

• BA/BS, equivalent or relevant industry experience
• 5+ years of previous Customer Support (pre/post sales) experience and proven track record
• Great Customer facing skills (email and over the phone)
• Understanding of SQL and generating simple queries
• Detailed working knowledge of HTML and at least two of the following technologies: PHP, Perl, JAVA, JSP/JSF, Ruby, Javascript or ASP.Net
• Excellent analysis, troubleshooting and debugging skills, in particular with web workflow and websites
• Ability to handle a wide variety of sometimes demanding and complex issues
• Able to self-manage workload and handle rapidly changing priorities effectively
• Must work constructively and efficiently with other organizations, for example, with Engineering where issues may require code changes and maintenance releases to the product.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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