Hybrid Customer Support Advocate – Global Fraud Solutions

Posted last month

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About the role

  • 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

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

High School Diploma

Tech skills

Location requirements

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