Outseer

Customer Support Engineer I

Outseer

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Job Level

JuniorMid-Level

Tech Stack

DNSJ2EEJavaJavaScriptLAMPPHPSOAPSQLTCP/IP

About the role

  • Act as the first point of contact for external customers, receiving and documenting their requests and issues.
  • Provide prompt and professional responses to customer inquiries through various channels such as phone, email, and live chat.
  • 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.
  • Handle customer email communication, ensuring prompt and professional responses to customer inquiries.
  • 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.

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.
  • Knowledge of administration with J2EE web applications (Tomcat/Websphere/Weblogic/JBoss) would be bonus.
  • 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
  • Basic understanding around applications built on LAMP/MEAN stack
  • 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.
Benefits
  • Available to work 24X7X365 organization, shift work, holidays and on-call responsibilities may be required.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical customer serviceproblem-solvinganalytical skillsdatabasesweb architecturesJ2EE web applicationsTCP/IP routingSQL queriesHTMLJava
Soft skills
verbal communicationwritten communicationorganizational skillsattention to detailteam collaborationcustomer serviceability to work under pressurepolite demeanoradaptabilitycustomer satisfaction