Role Purpose:
Role Value:
You should be proactive, high-energy, motivated, an excellent communicator, confident and detail-oriented. You have a commitment to excellence and a desire to delight customers. You have a proven track record with solving problems and know the importance of getting the details right.
Responsibilities:
- You will play a key role with supporting Customer Success, Engineering, Product, Sales, and Account Management teams - handling internal questions, providing product education and training, as well as engaging with customers
- Perform effective and efficient handling of all levels of technical support cases ranging from basic user questions to issues requiring more in-depth technical knowledge
- Analyze and troubleshoot problems experienced by Jumio customers; including reproducing them and ultimately trying to respond to customers with a solution
- Manage technical issues and escalations to completion; involves periodically working standby hours, if necessary
- Perform technical certifications of customer integrations before launch
- Work inside the cross-functional agile teams, closely cooperating with developers, operations, product owners and other key stakeholders
- Actively contribute to both Jumio's internal and external (customer) Knowledge Base, produce technical documentation, incident reports, and release notifications
Experience and Qualifications:
- At least 3 - 5 years experience in a customer-facing Technical Support, Technical Account Management, or Customer Success role
- BA/BS/MS in Computer Science, Management Information Systems, or a similar degree
- Excellent technical communication skills for business audience / Able to provide clear technical explanations
- Excellent troubleshooting and problem-solving skills with a strong analytical/QA mindset
- Proactive and can think further than the solution appears to require, ability to identify key areas for improvement in workflows and efficiencies
- Experience handling cust