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Technical Support Engineer

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Colombia

Offer summary

Qualifications:

Minimum two years in technical support, Excellent communication and interpersonal skills, Fluent in English, Strong analytical and problem-solving abilities, Knowledge of web technologies is a plus.

Key responsabilities:

Take ownership of customer issues
Diagnose, troubleshoot customer issues
Provide feedback and manage support tickets
Escalate unresolved issues appropriately
Contribute to internal and external knowledge base

Jumio Corporation SME https://www.jumio.com/

201 - 500 Employees

See more Jumio Corporation offers

Job description

Role Purpose:

Jumio is seeking a driven Technical Support professional looking to join our Jumio Technical Support team, based in Barranquilla, Colombia. As an individual contributor, reporting to the Manager, Jumio Technical Support, you will get the chance to work within an international startup as part of a small team where every member’s opinion matters. We have offices in Sunnyvale, London, Vienna, Singapore, Linz, andJaipur.

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:

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.

Experience and Qualifications:

Minimum Two (2) years experience in a technical support role preferred.
Excellent written and verbal communication and interpersonal skills.
Fluent in English.
Good troubleshooting and problem-solving skills with a strong analytical/QA mindset.
Knowledge of Web technologies (e.g. REST API, 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.

Key Characteristics and Attitudes:

In a recent global survey these attributes were valued by Jumios in all locations and functions - we firmly believe in hiring for attitude as well as skill.

Friendly and supportive
Adaptable and flexible
Articulate and persuasive
High IQ and EQ
Curious and coachable
Commercially Aware
Resilient and tenacious
Big picture and the detail

Jumio Values:

IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation

Equal Opportunities:

Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We welcome applications and colleagues from all backgrounds and of all statuses.

About Jumio:

Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering and other financial crimes to help make the internet safer. We leverage AI, biometrics, machine learning, liveness detection and automation to create solutions that are trusted by leading brands worldwide and respected by industry thought leaders.

Jumio is the leading provider of online identity verification, eKYC and AML solutions. With a global footprint, we’re expanding the team to meet strong client demand across a range of industries including Financial Services, Travel, Sharing Economy, Fintech, Gaming, and others.

Applicant Data Privacy

We will only use your personal information in connection with Jumio’s application, recruitment, and hiring processes, as described in Jumio’s Applicant Privacy Notice. If you have any questions or comments, please send an email to privacy@jumio.com.