Customer Support Representative I

Customer Support Representative I

This role is an opportunity to provide technical support for enterprise fraud prevention and authentication solutions in a fully remote environment. You'll serve as a first point of contact for customers, helping diagnose issues and deliver clear, effective solutions. The position combines customer service with hands-on troubleshooting across web applications, databases, networks, APIs, and security technologies. You'll collaborate with engineering, product, sales, and other teams to resolve complex issues and ensure a strong customer experience. The role is well suited to someone who enjoys solving problems, learning new technologies, and communicating technical concepts clearly. You'll also contribute to knowledge sharing and continuous improvements in support processes and documentation. Because the organization operates around the clock, flexibility for shifts, weekends, holidays, and on-call coverage is an important part of the role.

Accountabilities:

• Serve as the first point of contact for external customers, receiving, documenting, and responding to technical questions and support requests.
• Provide timely and professional assistance through channels including phone, email, and live chat.
• Diagnose and troubleshoot customer issues across fraud management, authentication, web applications, databases, networks, and related technologies.
• Resolve straightforward requests independently while appropriately escalating complex or high-impact issues to specialized teams.
• Support internal and external licensing requests while ensuring adherence to applicable licensing requirements.
• Gather relevant information from multiple databases and standard web architectures to investigate customer problems and provide comprehensive responses.
• Maintain accurate records of customer interactions, troubleshooting steps, resolutions, and relevant technical information.
• Create, update, and maintain knowledge base content so that internal teams and customers have access to reliable and current information.
• Collaborate with product development, engineering, sales, and other cross-functional teams to resolve customer issues efficiently.
• Identify opportunities to improve support workflows, processes, documentation, and the overall customer experience.
• Stay current with product updates, technologies, and support practices through continuous learning and training.
• Participate in a 24/7/365 support organization, including rotating shifts, weekends, holidays, and on-call responsibilities when required.

Requirements:

• Bachelor's degree in Computer Science, Engineering, Information Systems, or another technical discipline, or equivalent professional experience in a technical customer support environment.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical customers.
• Strong analytical and problem-solving skills, with the ability to investigate issues methodically and identify appropriate solutions.
• Customer-focused attitude, patience, professionalism, and a genuine commitment to delivering a positive support experience.
• Ability to manage multiple requests, prioritize effectively, and remain composed in a fast-paced or high-pressure environment.
• Strong attention to detail and organizational skills, particularly when documenting customer interactions and issue resolutions.
• Comfortable working independently while also collaborating effectively with distributed, cross-functional teams.
• Familiarity with multiple databases, standard web architectures, and technical troubleshooting practices.
• Basic knowledge of networking concepts, including TCP/IP routing, TCP/UDP communications, DNS, and related network technologies.
• Understanding of authentication and security technologies such as 2FA/MFA, single sign-on, biometrics, and OTP.
• Familiarity with 3D Secure and EMVCo payment frameworks is an advantage.
• Basic understanding of application environments such as LAMP or MEAN stacks, database technologies, SQL queries, HTML, JavaScript, PHP, APIs, and SOAP.
• Basic knowledge of Java or other programming languages and an understanding of SSL/TLS encryption.
• Familiarity with J2EE web application administration, including Tomcat, WebSphere, WebLogic, or JBoss, is a plus.
• Demonstrated adaptability, initiative, ownership, ethical judgment, and willingness to continuously learn and improve.
• Strong collaboration skills, including active listening, knowledge sharing, and constructive communication.
• Willingness and ability to work flexible hours, including shifts, weekends, holidays, and on-call coverage as business needs require.

Benefits:

• Fully remote, India-based position.
• Full-time, entry-level opportunity within a technical customer support function.
• Opportunity to build practical experience across fraud prevention, identity authentication, cybersecurity, payment technologies, networking, databases, and web applications.
• Exposure to enterprise-grade technical environments and a broad range of modern security and authentication technologies.
• Cross-functional collaboration with engineering, product development, sales, and other specialist teams.
• Opportunities for continuous technical learning and professional development.
• Opportunity to develop both customer-facing communication skills and hands-on troubleshooting expertise.
• Supportive, team-oriented environment focused on customer satisfaction, knowledge sharing, and continuous improvement.
• Flexible working arrangements aligned with a 24/7/365 support operation, including applicable shift and on-call opportunities.