Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Representative based in India.
This role provides remote technical support for sophisticated fraud detection and risk-based authentication solutions used by customers worldwide. You will serve as a key point of contact, helping customers troubleshoot issues, resolve requests, and get the most from their technology. The position combines customer service excellence with hands-on exposure to databases, web architectures, networking, security, and authentication technologies. You will work closely with engineering, product development, sales, and other teams to resolve complex issues and deliver a seamless customer experience. The role is well suited to an early-career technical professional who enjoys problem-solving and communicating with customers. You will have opportunities to develop your technical knowledge while working in a collaborative, fast-paced support environment. As part of a 24/7/365 operation, flexibility and a strong sense of ownership are essential.
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.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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