Senior Customer Support Services Engineer
hace 4 meses
**About Daon**
Daon provides innovative, award-winning identity management products and services to global businesses and public sector organizations. Our team of engineers and scientists has patented and brought to market more biometric identity verification systems and technologies than any team, anywhere. A privately held company with major offices in Europe, Australia, and North America, Daon has been providing fraud prevention solutions to organizations across six continents for over two decades.
**Role Summary**:
**Essential Functions & Role Responsibilities**:
- Provides comprehensive and professional customer support to ensure customer satisfaction.
- Support readiness testing of new product releases, its documentation, SDKs, and sample apps.
- Delivering and tracking Daon IdentityX software releases and documentation to customers.
- Building customer reference environments in AWS using the Daon sample mobile apps as health checks.
- Authoring, publishing, and updating knowledge base articles and web content.
- Tracking and managing Daon and third-party software licenses.
- Administer and improve our Customer Support Portal and other business tools.
- Participate in the on-call weekend rotation as remote support for the global “follow the sun” model.
- Maintains a positive, empathetic, and professional attitude toward customers always.
- Responds promptly to customer inquiries.
- Obtains product mastery to respond to customer concerns promptly and accordingly.
- Keeps records of customer interactions, transactions, comments/complaints/feedback
- Regularly Communicates and coordinates with colleagues as necessary.
- Provides feedback on the efficiency of the customer service process.
**Education, Training & Experience**:
- Bachelor’s Degree (preferable in Computer Science, Information Technology, or related field)
- 5 to 7 years’ experience in a similar role preferred.
**Critical Success Factors - Knowledge & Experience**:
- Customer focused, flexible and willing to take ownership of issues. Excellent communication skills
- a high percentage of your time will be spent dealing with people at different levels of organizations and clear communication is essential - both verbal and written.
- Strong team player that will readily engage and help others on the team when they are under pressure or overloaded.
- Ability to learn quickly - we provide a training program that requires self-driven learning. This is a key component to help ramp-up in the job as well as progress your career quickly.
- Self-motivated with the ability to work in a fast-moving environment.
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