Customer Support

• Provide excellent customer service by logging, investigating, and resolving queries across our product suite in Fraud system via email, phone, and chat.
• 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.
• Queries will include result and data queries, more complex troubleshooting/user knowledge, implementation support and bug escalation.
• Be a subject matter expert, a focal point for questions related to the use of our products.
• Follow internal procedures, including escalation procedures to Product / Technology team 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.
• Drive automation initiatives aimed at promoting customer self-service, automate repetitive tasks and support processes.
• Analyse existing business processes and identify opportunities for automation
• Collaborate with cross-functional teams to gather requirements and ensure successful implementation of automation projects
• Monitor and optimise automated processes to ensure maximum efficiency and reliability

Customer Support Specialist – Global Fraud Solutions

Customer Experience Executive – Contract

Engineer, Customer Support