Customer Support Representative

Accountabilities:

• • Act as the first point of contact for external customers, receiving, documenting, and managing technical requests and support issues.
  • Respond promptly and professionally to customer inquiries through phone, email, live chat, and other support channels.
  • Diagnose and troubleshoot customer issues related to fraud detection, risk-based authentication, and 3D Secure products, identifying root causes and providing appropriate solutions.
  • Resolve straightforward customer requests independently while accurately escalating complex or critical issues to the appropriate technical teams.
  • Support internal and external licensing requests, ensuring requests are handled accurately and in accordance with applicable licensing requirements.
  • Work across multiple databases and standard web architectures to gather information, investigate issues, and provide comprehensive customer support.
  • Maintain and update knowledge base articles and support documentation to ensure information remains accurate and useful for customers and internal teams.
  • Collaborate with Product Development, Engineering, Sales, and other cross-functional teams to resolve customer issues and communicate relevant customer needs.
  • Document customer interactions, troubleshooting steps, resolutions, and follow-up actions accurately and consistently.
  • Contribute to continuous improvement initiatives that enhance support processes, operational efficiency, and customer satisfaction.
  • Stay current with product updates, technologies, and support procedures to provide knowledgeable and effective assistance.
  • Participate in a 24/7/365 support organization, including rotating shifts, weekends, holidays, and on-call responsibilities when required.

  Requirements:

  • Bachelor’s degree in a technical discipline such as Engineering, Computer Science, Information Systems, or a related field; equivalent relevant customer support experience may also be considered.
  • Previous experience in customer support, preferably within a technical, software, cybersecurity, payments, or technology environment, is advantageous.
  • Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical customers.
  • Strong analytical and problem-solving abilities, with a structured approach to diagnosing and resolving technical issues.
  • Customer-focused and professional approach, with a polite, supportive demeanor and a strong commitment to delivering positive customer experiences.
  • Ability to manage multiple customer requests, prioritize workloads effectively, make timely decisions, and remain composed under pressure.
  • Strong attention to detail and organizational skills, particularly when documenting customer interactions, troubleshooting activities, and resolutions.
  • Comfortable working with multiple databases, web architectures, and technical support tools.
  • Basic understanding of networking concepts, including TCP/IP routing, TCP/UDP communications, DNS, and TOR networking.
  • Familiarity with authentication and payment technologies such as 2FA/MFA, OTP, biometrics, Single Sign-On, 3D Secure, and EMVCo frameworks is beneficial.
  • Basic understanding of LAMP or MEAN stack applications, database technologies, SQL queries, HTML, JavaScript, PHP, APIs, SOAP, and Java is advantageous.
  • Understanding of SSL/TLS encryption and web application technologies is preferred.
  • Knowledge of J2EE web application administration, including Tomcat, WebSphere, WebLogic, or JBoss, would be a bonus.
  • Ability to work independently while collaborating effectively within a distributed, team-oriented environment.
  • Adaptable and proactive approach, with a willingness to learn new technologies, adopt improved processes, and take ownership of outcomes.
  • Strong commitment to continuous learning, feedback, ethical conduct, accountability, and professional development.
  • Willingness and ability to work flexible schedules, including weekends, holidays, rotating shifts, and on-call coverage as required.

  Benefits:

  • Full-time, fully remote position based in India.
  • Opportunity to work in a technical customer support environment focused on fraud prevention, authentication, cybersecurity, and payments technology.
  • Exposure to complex technologies including databases, networking, APIs, web architectures, authentication, and encryption.
  • Opportunities to collaborate with engineering, product development, sales, and other global teams.
  • Strong learning and development opportunities for an entry-level technical professional.
  • Collaborative environment that values adaptability, ownership, continuous learning, and teamwork.
  • Opportunity to build both technical troubleshooting and customer-facing communication skills.
  • Experience supporting customers in a 24/7/365 international service environment.