Customer Support Engineer

Summary We are looking to hire a Customer Support Engineer as a part of Telesign Technical Support who will be working with our customers as well as with internal teams on troubleshooting issues, resolving them, or escalating problems. Technical Support Team is working in conjunction with other Telesign teams, employs a customer-centric oriented approach to improve the quality of the service that Telesign provides. Key responsibilities •Identify, clarify, and resolve general and specific customer impacting problems. •Provide professional, useful, and complete advice, training, and responses. •Learn, apply, and articulate Telesign’s products, services, and operational technology to recommend potential uses and best practice for customers; to stay up to date with application changes. •Drive increased customer satisfaction by exceeding expectations. •Provide responsive support in line with company service levels and proper handling. •Maintain accurate account information and settings in proprietary systems. •Alerting and Communication – Internal and External. •Provide additional monitoring after alert by responsible Telesign department. •Evaluation and feedback on operational procedures/processes to ensure efficiency and security. •Maintain and expand technical knowledge across Telesign products and services, tools, and processes. •Contribute to and maintain technical documentation, responses, FAQs, knowledge bases and processes to help work efficiently across Support organization. •Update relevant stakeholders with the most frequent customer questions or where customers experience confusion or issues.