Description
Mitek is seeking a Technical Support Engineer to join our Check Fraud Defender Support team facilitating resolution of customer questions and issues for MiSnap (https://www.miteksystems.com/mobile-capture), our proprietary mobile deposit, mobile imaging and verification software solution. You will support these products, drive escalations with internal teams and interface with customers directly.
\n- Provide client support and technical issue resolution via ticketing system, e-mail, phone, and remote sessions.
- Provide best practice methodology for system and application(s) use in response to customer inquiries.
- Identify and resolve customer issues, by researching current documentation and knowledgebase articles; escalate issues as appropriate.
- Identify and correct and/or advise on account administration issues, such as configurations per service agreements.
- Ensure tickets are populated with issue description, steps taken to resolve, reproduction steps, and any other pertinent information, prior to closure.
- Provision new accounts using provided software tools.
- Communicate in a professional, friendly and efficient manner, striving to meet Service Level Agreements. (SLAs)
- Communicate regularly with cross functional team members about technology issues affecting systems operations and client workflow/production.
- Create and maintain documentation to promote self-service for customers.
- Demonstrate behaviors consistent with the company’s vision, mission, and values in all interactions with customer, co-workers and vendors
- Bachelor’s degree in computer science/related field, or equivalent experience
- 2+ years of experience in technical customer support
- Demonstrated, practical, understanding with evidence-based troubleshooting practices
- Knowledgeable of web-based applications
- Understanding of web service technologies whether as consumer or provider (REST/JSON, XML/SOAP)
- Familiar with Cloud based application support
- Experience with service desk and incident management systems such as Jira Service Desk, ServiceNow or Zendesk
- Understanding of Microsoft Windows Servers, SQL, and Internet Information Services (IIS)
- Relevant experience in operating a B2B web platform
