Technical Support Expert
hace 2 meses
Role Overview
Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering and other financial crimes. As a Technical Support Specialist, you will play a key role in helping to make the internet safer. We leverage AI, biometrics, machine learning, liveness detection and automation to create solutions trusted by leading brands worldwide.
Key Responsibilities
- Take ownership of common customer issues reported and resolve them to the customer's satisfaction.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
- Provide prompt and accurate feedback to customers.
- Oversee and manage open support tickets to ensure ongoing customer communication.
- Follow standardized procedures for proper escalation of unresolved issues to the Second Level Support team.
- Help in resolving escalated customer complaints.
- Develop customer relationships through professional interactions.
- Actively contribute to both Jumio's internal and external (customer) knowledge base.
Requirements
- Minimum Two (2) years experience in a technical support role.
- Excellent written and verbal communication and interpersonal skills.
- Fluent in English and Spanish.
- Good troubleshooting and problem-solving skills with a strong analytical/QA mindset.
- Knowledge of Web technologies is a plus.
- Ability to multi-task and work in a fast-paced environment.
- Excellent analytical, quality and conceptual skills.
- Enjoy working in a multicultural and geographically diverse organization.
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