Technical Services Analyst

Technical Services Analyst

SEON is the leading fraud prevention system of record, catching fraud before it happens at any point across the customer journey. Trusted by over 5,000 global companies, we combine your company’s data with our proprietary real-time signals to deliver actionable fraud insights tailored to your business outcomes. We deliver the fastest time to value in the market through a single API call, enabling quick and seamless onboarding and integration. By analyzing billions of transactions, we’ve prevented $200 billion in fraudulent activities, showcasing why the world’s most innovative companies choose SEON.

The Technical Services Analyst will be part of the highest-rated Customer teams in the growing Fraud space. Check out our CS reviews on G2 and you know you’ll be joining something special. Our global Customer Success org guides our customers in how to be the best Fraud Fighters possible; we need you to help us assist every customer, large or small.

This role does have shift patterns

WHAT YOU’LL DO:

• Providing an exceptional level of service, building relationships and championing customer experience at every opportunity.
• Continually monitor a range of comms channels that serve our customers.
• Occasionally act as a backup for colleagues in the Budapest day shift 
• Providing technical and functional support to both client-side in-house technical teams and end-users directly.
• Documenting issues, updating ITSM software, maintaining knowledge base.
• Owning issues through to resolution, acting as the primary customer interface.
• Communicate! Upholding informative, timely communication as a part of your customer service excellence, ensuring adherence to SLAs.
• Troubleshoot issues, configuration problems etc to identify problems and provide solutions and/or escalate to internal teams.
• Escalate and liaise with internal, 3rd party and client-side technical development and infrastructure teams
• Support new customer on-boarding, assisting with configuration processes
• Hold the trainings for the new joiners, and actively assist in internal projects
• Use your voice bravely in case of any feedback or needed changes
• Ensure a positive experience by providing the right solution
• Analyzing and reporting product malfunctions

WHAT YOU’ll BRING:

•  Exceptional communication and interpersonal skills, with a high level of verbal and written language skills
• A strong aptitude for learning new technology and concepts
• A thirst for learning and a hunger to improve everyone around you.
• Experience in supporting cloud, web browser-based software, with an understanding of APIs
• Strong troubleshooting skills
• Experience in using Slack, Skype, Gmail, Postman, JIRA and helpdesk / service desk ticketing systems
• Flexibility regarding the shift schedules 
• SQL experience is an advantage