Customer Support Representative I

Accountabilities:

• • Serve as the first point of contact for external customers, receiving, documenting, and responding to technical questions and support requests.
  • Provide timely and professional assistance through channels including phone, email, and live chat.
  • Diagnose and troubleshoot customer issues across fraud management, authentication, web applications, databases, networks, and related technologies.
  • Resolve straightforward requests independently while appropriately escalating complex or high-impact issues to specialized teams.
  • Support internal and external licensing requests while ensuring adherence to applicable licensing requirements.
  • Gather relevant information from multiple databases and standard web architectures to investigate customer problems and provide comprehensive responses.
  • Maintain accurate records of customer interactions, troubleshooting steps, resolutions, and relevant technical information.
  • Create, update, and maintain knowledge base content so that internal teams and customers have access to reliable and current information.
  • Collaborate with product development, engineering, sales, and other cross-functional teams to resolve customer issues efficiently.
  • Identify opportunities to improve support workflows, processes, documentation, and the overall customer experience.
  • Stay current with product updates, technologies, and support practices through continuous learning and training.
  • Participate in a 24/7/365 support organization, including rotating shifts, weekends, holidays, and on-call responsibilities when required.

  Requirements:

  • Bachelor’s degree in Computer Science, Engineering, Information Systems, or another technical discipline, or equivalent professional experience in a technical customer support environment.
  • Strong verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical customers.
  • Strong analytical and problem-solving skills, with the ability to investigate issues methodically and identify appropriate solutions.
  • Customer-focused attitude, patience, professionalism, and a genuine commitment to delivering a positive support experience.
  • Ability to manage multiple requests, prioritize effectively, and remain composed in a fast-paced or high-pressure environment.
  • Strong attention to detail and organizational skills, particularly when documenting customer interactions and issue resolutions.
  • Comfortable working independently while also collaborating effectively with distributed, cross-functional teams.
  • Familiarity with multiple databases, standard web architectures, and technical troubleshooting practices.
  • Basic knowledge of networking concepts, including TCP/IP routing, TCP/UDP communications, DNS, and related network technologies.
  • Understanding of authentication and security technologies such as 2FA/MFA, single sign-on, biometrics, and OTP.
  • Familiarity with 3D Secure and EMVCo payment frameworks is an advantage.
  • Basic understanding of application environments such as LAMP or MEAN stacks, database technologies, SQL queries, HTML, JavaScript, PHP, APIs, and SOAP.
  • Basic knowledge of Java or other programming languages and an understanding of SSL/TLS encryption.
  • Familiarity with J2EE web application administration, including Tomcat, WebSphere, WebLogic, or JBoss, is a plus.
  • Demonstrated adaptability, initiative, ownership, ethical judgment, and willingness to continuously learn and improve.
  • Strong collaboration skills, including active listening, knowledge sharing, and constructive communication.
  • Willingness and ability to work flexible hours, including shifts, weekends, holidays, and on-call coverage as business needs require.

  Benefits:

  • Fully remote, India-based position.
  • Full-time, entry-level opportunity within a technical customer support function.
  • Opportunity to build practical experience across fraud prevention, identity authentication, cybersecurity, payment technologies, networking, databases, and web applications.
  • Exposure to enterprise-grade technical environments and a broad range of modern security and authentication technologies.
  • Cross-functional collaboration with engineering, product development, sales, and other specialist teams.
  • Opportunities for continuous technical learning and professional development.
  • Opportunity to develop both customer-facing communication skills and hands-on troubleshooting expertise.
  • Supportive, team-oriented environment focused on customer satisfaction, knowledge sharing, and continuous improvement.
  • Flexible working arrangements aligned with a 24/7/365 support operation, including applicable shift and on-call opportunities.