Customer Support Engineer
- Onfido
- 0 - 2 years
- Kolkata
- 1 year ago
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Job Description
Our Customers Support Engineers have a deep understanding of our products and services and are constantly aware of their state. When they receive a request, they assess its priority, establish its impact, and come with a strategy to resolve it. They communicate efficiently and empathetically with our customers, understanding the context and capturing the required details for a timely resolution. Their focus is on response time and customer satisfaction.
Entrust is expanding our Support team focused on the Onfido product suite to improve customer experience and satisfaction. One of your roles will be in identifying recurrent issues and trends, and partnering with our Product and Developer teams in addressing their root causes. The perfect candidate enjoys making customers happy and has a keen eye for investigation and detail.
Responsibilities:
- Product understanding - Developing a deep understanding of the Onfido product suite and how it is used by our customers, collaborating with support engineers, product managers, software engineers, and mentors. Show confidence when demonstrating solutions.
- Demonstrate a Customer Experience mindset - Holistic understanding of customer experience, and what drives and impacts customers at each stage of their onboarding journey. All-encompassing approach to customer support, adapting your language to fit the audience.
- Problem solving - Supporting the team as they investigate, debug, reproduce and fix any technical issues customers are facing when using our services.
- Product improvement - You know what works well and what needs some tweaking. You will work with Product Managers in defining the product roadmap, by surfacing customer feedback and learnings from past requests. You will help maintain accurate product documentation and will constantly try to improve internal processes.
- Tooling - Youre constantly looking for opportunities to automate support tasks, by using scripts and by developing custom tools that will make the job easier.
Qualifications:
Basic Qualifications
- A minimum 2 years of experience as a Technical Support Engineer in a Customer Service or software support role
- Empathy, and desire to help others.
- Pragmatic problem-solving and critical thinking skills.
- Diligence, patience and friendliness under time pressure.
- Time management and the ability to multitask.
- Strong analytical skills, familiar with system log analysis.
- Experience writing documentation for Knowledge Base and Help Centers.
- Can work independently and make decisions even when limited details are available.
- Ability to collaborate with other team members to deliver maximum importance in addressing customers enquiries.
- Sense of urgency, ability to prioritize tasks based on business priorities.
- Experience of managing customer expectations and delivering results against tight deadlines.
- Fluent spoken and written English.
- Practical experience with at least one programming language: ideally Ruby, Python or JavaScript.
- Good knowledge of SQL databases.
- Knowledge of APIs, SDKs, and web applications and how they work.
- Must be able to lawfully work within the country of employment and have unrestricted work authorization for that country
Preferred Qualifications:
- BSc/MSc in Computer Science, Engineering or other science subject.
- Familiarity with an Agile environment.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: Full timeContact Details:
Company: OnfidoLocation(s): Kolkata+ View Contact
Keyskills: Computer science Javascript Agile Customer support Customer experience Customer service Ruby Technical support SQL Python
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