Product Support Engineer - II

August 9

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Jumio Corporation

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Identity verification through informed AI.

online ID verification • card scanning • mobile payments • computer vision • credentials management

201 - 500

Description

• Take ownership of common customer issues reported and see problems through to resolution. • Research, diagnose, troubleshoot and identify solutions to resolve customer issues. • Provides prompt and accurate feedback to customers. • Oversee and manage open support tickets to ensure ongoing customer communication. • Follows standardized procedures for proper escalation of unresolved issues to the Second Level Support team. • Help in resolving escalated customer complaints. • Develop customer relationships through professional interactions. • Actively contribute to both Jumio’s internal and external (customer) knowledge base.

Requirements

• Minimum 2-4 years experience in a technical support role preferred. • Ability to troubleshoot more complex issues. • Excellent written and verbal communication and interpersonal skills. • Fluent in English & Mandarin • Good troubleshooting and problem-solving skills with a strong analytical/QA mindset. • Knowledge of Web technologies (e.g. REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS) is a plus. • Ability to multi-task and work in a fast-paced environment. • Excellent analytical, quality and conceptual skills. • Enjoy working in a multicultural and geographically diverse organization. • Available for standby hours when required.