Customer Support Engineer

6 months ago

مصر, Egypt RSA Full time

**About Outseer**

**What you’ll achieve**:
Our Customer Support Engineer will provide remote technical customer support for Outseer Fraud Manager and Outseer 3D-Secure products. Outseer products are comprehensive risk-based authentication and fraud detection platforms that take a risk-based approach to enable strong, multifactor authentication using device forensics, behavioral analysis, and RSA eFraudNetwork matching.

This role will serve as the frontline support for our external customers, managing their requests, diagnosing inquiries related to Outseer products, and ensuring timely resolution. Excellent communication skills, technical expertise, and problem-solving abilities will be essential in delivering exceptional customer support.

**Essential Duties**
- Act as the first point of contact for external customers, receiving and documenting their requests and issues.
- Diagnose and troubleshoot customer inquiries related to Outseer products, ensuring accurate understanding of the problems, and providing appropriate solutions.
- Support internal and external licensing requests, ensuring compliance with licensing agreements and providing necessary assistance.
- Resolve most customer requests independently, demonstrating a strong understanding of our products and services.
- Identify and escalate more complex problems or issues to the appropriate internal teams, providing detailed information for efficient resolution.
- Maintain and update knowledge base entries, ensuring accurate and up-to-date information is available for both internal and external use.
- Work with multiple databases and standard web architectures to gather relevant information and provide comprehensive support to customers.
- Collaborate with cross-functional teams, including product development, engineering, and sales, to ensure customer needs are met and issues are resolved in a timely manner.
- Continuously strive to improve customer support processes and contribute to enhancing overall customer experience.
- Assist with other project duties as assigned, contributing to the continuous improvement of our customer support processes.
- Available to work 24X7X365 organization, shift work, holidays and on-call responsibilities may be required.

**Desired Requirements**
- Bachelor’s degree in a technical discipline (Engineering, Computer Science, Information Systems etc.) or equivalent experience in customer support roles, preferably in a technical or software-related field.
- 2+ years’ experience in technical customer service role, preferably in a technical or software-related field.
- Excellent verbal and written communication skills, with the ability to effectively convey technical information to non-technical customers.
- Strong problem-solving and analytical skills, with the ability to diagnose and resolve customer inquiries efficiently.
- A polite and supportive demeanor that delights our customers and ensures they are well taken care of with every interaction.
- Ability to work well under pressure and manage multiple customer requests simultaneously.
- Attention to detail and strong organizational skills to accurately document customer interactions and issue resolutions.
- Proficiency in working with multiple databases and standard web architectures.
- Ability to work both independently and collaboratively within a team-oriented environment.
- Dedication to providing exceptional customer service and maintaining high customer satisfaction levels.
- Willingness to learn and adapt to new technologies and product updates.
- Availability to work flexible hours, including weekends and holidays, if required.
- Basic Network (TCP/IP routing, TCP/UDP communications, DNS, TOR networking, etc.)
- Industry specific technologies:

- 2FA/MFA (KBA, OTP, Biometrics)
- Single-Sign On
- 3D Secure and EMVCo payment framework
- Understanding about database technologies and SQL queries
- Basics around HTML/Javascript/PHP
- Basics concepts around APIs and SOAP methodologies
- Understanding of programming languages, such as Java
- Understanding about SSL/TLS encryption
- Fluent in Spanish

**Desired Behaviors**
- **Adaptability**: Demonstrates flexibility and openness to change. Actively seeks and adopts improved approaches and processes.
- **Proactive Action**: Takes initiative and is driven by results. Takes ownership of actions and outcomes, meeting commitments and striving for high performance.
- **Effective Workload Management**: Makes timely decisions, prioritizes tasks effectively, solves problems, monitors results, and takes corrective action when necessary.
- **Technical Proficiency**: Possesses a solid understanding of their role and responsibilities, demonstrating competence in performing tasks and utilizing relevant technical skills.
- **Continuous Learning**: Takes personal responsibility for learning and development. Recognizes personal strengths and areas for improvement, actively seeks feedback, and embraces opportunities to learn.

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