Technical Support Specialist

Responsibilities

• Providing guidance and validation of software solutions
• Enhancing technical customer relationships
• On-call support for 24x7 availability
• Testing and troubleshooting customer integrations
• Designing escalation and enforcement workflows
• Addressing customer questions and ensuring service continuity
• Notifying customers of service events
• Documenting for future maintenance and upgrades

Requirements

• A minimum of 5 years’ previous Customer Support experience
• Proven track record of great customer-facing skills
• Detailed knowledge of SQL and ability to generate simple queries
• Strong understanding of HTML and proficiency in at least two of the following technologies: PHP, Perl, JAVA, JSP/JSF, Ruby, JavaScript, or ASP.Net
• Exceptional analysis, troubleshooting, and debugging skills
• Ability to manage workload and handle changing priorities
• Constructive and efficient collaboration with other organizations, particularly Engineering
• Excellent written and verbal communication skills
• Experience with online fraud is highly desirable

Qualifications

• Bachelor’s Degree or equivalent industry experience

Skills

• Customer Support (pre/post sales)
• Email and over-the-phone customer interaction
• SQL and query generation
• HTML and multiple programming languages (PHP, Perl, JAVA, JSP/JSF, Ruby, JavaScript, or ASP.Net)
• Analytical and troubleshooting abilities
• Problem-solving and debugging skills
• Self-management and adaptability
• Collaboration with engineering teams
• Effective communication skills
• Experience with online fraud

Benefits

• Medical coverage
• Life insurance
• Discretionary performance or recognition bonus
• Sick leave
• Mobile phone reimbursement

Pay

The typical base pay for this role across the U.S. is $22.00- $23.00/hour. Overtime is available at a rate of 1.5 times the base hourly rate for hours worked beyond 40 in a work week, or as required by state or local law.