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Technical Support Analyst

3 months ago

London, UK, United Kingdom IDVerse - An OCR Labs Company Full time

About Us

IDVerse develops 100% proprietary next generation Digital Identity Verification and Fraud Prevention Software - our purpose is to unlock true identity for people around the world so that everyone can pursue the goals that they are entitled to achieve. Identity unlocks access to financial services, so that we can buy a home. Identity safeguards accounts, so that we can communicate and connect with confidence. Identity protects our privacy, so that we can secure our future. We’ve made identity verification our passion and business.


We are the first and only company to achieve “four nines” (99.99%) accuracy in independent lab testing in our field. We pioneered the use of synthetic media to train deep neural network systems to give customers a fully non-racially biassed, colour-agnostic way to verify identity around the world. Through our development of the field Natural Vision Processing (NVP), we’re teaching machines to autonomously see and perceive like humans, and excel in ways that people cannot.


Position Summary:

The Technical Support Analyst is customer facing and dedicated to providing product services and support for our global user base, partner network, and internal staff. You will provide application expertise and assistance in post-sales engagements to drive new and renewing business for all users, focusing on delivering customer expected outcomes

You will organize, direct, and coordinate all aspects of the service engagements for customers, with a strong focus on technical product services and understanding the business value and positioning of IDVerse solution.


Core Responsibilities

  • Handle items via the Client and Partner Services Channel.
  • Be the voice of the customer for product issues when dealing with the product team.
  • Handle client calls in relation to support requests and issues.
  • Handle incoming traffic via supported channels when necessary, to ensure SLA
  • alignment.
  • Be the product expert and advocate that users can come to for product related queries.
  • Assisting clients configure the product where necessary, focused on providing product best practices and escalating to the delivery/CSM teams where needed.
  • Assisting with client onboarding and EBRs where needed.
  • Owning and trouble-shooting new/unknown product issues with a focus on restoring
  • systems to normal service and documenting solutions for the wider audience.
  • Rostered shifts for weekend/public holiday outage support.
  • Technical/Functional Article and FAQ creation, reviews, and modifications.
  • Collaborating with customer success, product and development to provide long-term
  • solutions.
  • Assisting with problem management and identifying incident/request trends where
  • necessary.
  • A go-to resource for your regional office pertaining to anything user / product related.
  • Gathering all required information for escalations.
  • Assist with maintaining both internal and external training documents where necessary.
  • Ongoing commitment to continuous learning through training in line with individual
  • development plans.


Must Haves

  • Minimum 2 years’ experience in a related field/role.
  • Strong communication and customer skills.
  • Strong logical thinking and problem-solving skills.
  • Experience with Jira.
  • Great IT Skills:
  • Experience with all Major OS (Windows, MacOS, Linux)
  • Familiarity with AWS
  • Familiarity with KCS Methodology, ITIL framework.
  • Great multi-tasking and time management skills.
  • Outcome focused and ability to stay positive in high pressure situations.


Nice To Haves

  • Experience with postman and APIs.
  • Experience with SDKs.
  • Experience with OCR and IDV.
  • Hands on experience with cloud technologies and services.
  • Familiarity with Gitlab, Github.
  • Knowledge of server architecture, infrastructure, and security models.
  • Experience with with Major DBMS (MSSQL, MySQL, Postgres).


Benefits:

  • Competitive salary and performance-based bonuses.
  • Opportunities for professional growth and development.
  • Inclusive and diverse work environment.
  • Vitality Medical Insurance


IDVerse is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.


Are you the go-to tech genius in your family? Do you thrive on solving puzzles and being the unsung hero who saves the day? If you’ve got the patience of a Jedi and the troubleshooting skills of a swiss army knife, we need you on our team If this sounds like you please apply, and ensure to include a cover letter with your resume.


We are looking for a technical customer support agent to join our team in the UK providing support to our fast-expanding customer base across the globe, with a focus on regional support.