Offer summary

Qualifications:

Technical skills in monitoring, troubleshooting, and log reading., Proficiency in SQL and familiarity with Office tools., Fluent in Spanish and English (B2 or higher); Portuguese is a plus., Previous experience in a technical support or NOC role is advantageous..

Key responsabilities:

Monitor systems to identify trends and underlying issues.

Gather technical information to investigate and resolve customer problems.

Provide solutions to critical customer issues and enhance tutorial documents.

Communicate with customers regarding maintenance activities and attend troubleshooting meetings.

Job description

Description

BioCatch is the leader in Behavioral Biometrics, a technology that leverages machine learning to analyze an online user’s physical and cognitive digital behavior to protect individuals online. BioCatch’s mission is to unlock the power of behavior and deliver actionable insights to create a digital world where identity, trust and ease seamlessly co-exist. Today, BioCatch counts over 25 of the top 100 global banks as customers who use BioCatch solutions to fight fraud, drive digital transformation, and accelerate business growth. With over a decade of analyzing data, more than 80 registered patents, and unparalleled experience, BioCatch continues to innovate to solve tomorrow’s problems. For more information, please visit www.biocatch.com.

Come join the dynamic Technical Support Team at BioCatch Operations and play a key role in facilitating and managing technical support and monitoring. Let your skill shine and be part of a team that ensures BioCatch’s service continuity while delivering a seamless top-class service to our valued customers.

Main Responsibilities:

Monitor our systems, and spot common trends and underlying problems.
Gather technical information, investigate issues, resolve, and escalate priority problems.
Provide reliable solutions to critical and high-impact customer issues.
Enrich our tutorial documents, to nurture extended self-service capabilities of our external and internal customers.
Work closely with our developers and technical teams to solve customer’s problems efficiently and improve our product.
Communicate with our customers, about maintenance activities, requests and incidents.
Attend customer troubleshooting and war room meetings, if needed.
Full-time position

Requirements

Technical skills and knowledge (monitoring, troubleshooting, logs-reading, SQL, etc.).
Customer-facing skills.
Spanish native speaker. Excellent written and spoken English level (B2 or higher on the CEFR scale). Fluent in Portuguese – an advantage.
Extensive familiarity with Office tools.
Previous experience as NOC or in a technical support position – an advantage.
Scripting or programming experience – an advantage.
Knowledge of customer service principles and practices - an advantage

Required profile