Provide excellent customer service by logging, investigating, and resolving queries across our product suite in Fraud system via email, phone, and customer portal.
Queries will include result and data queries, tier 1 troubleshooting/user knowledge, implementation support and bug escalation.
Participate in a global support team operating on a rotational schedule across APAC and EMEA time zones.
Participate in on-call support duties during evenings, weekends, and public holidays, as part of a structured rotation outside standard office hours.
Follow internal procedures, including escalation procedures to Tier 2 as appropriate.
Work closely and effectively with other teams / department to resolve queries where necessary
Meet our agreed SLA to ensure we continue to deliver excellent support.
Requirements
Previous customer support experience in a Technology and/or Product based company and relevant IT/computing qualification
Demonstrable work experience in:
SQL knowledge (Database design would be an advantage)
PostgreSQL
Strong analytical skills and structured problem-solving approach
Interacting and presenting: Communicates confidently and effectively with customers and colleagues alike, both written and verbal
Organizing and executing: Organized and able to work independently. Delivers results for customers.
Job title
Customer Support Advocate – Global Fraud Solutions
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