About the job
One of the challenges is to work with existing clients (many of them) and provide first line of support. You will work closely with our customers after-sales department to find the best setup for our customer needs, and provide in-detail technical support by solving tickets and be responsible for research and development of resolutions to unknown issues.
You will take ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reached. You will consult customers regarding our APIs, architecture recommendations and implementation approaches, and reactively assist internal technical team and evaluate issues to avoid and reduce problem occurrence.
This is a key role helping our customers as a product expert with a strategic mind and high customer-service orientation, and first line of developing partnership and being the main point of contact for customers in case of integration, technical solutions or security questions.
This role would require you to do the following on a daily basis:
Responding to customer emails and support tickets on a daily basis.
Resolving critical issues/questions by getting on a phone call or online meeting with the customer if needed.
Maintain current knowledge of all products and services.
Documenting tutorials, faqs on a constant basis to improve training materials for clients and internal team members as well.
Troubleshooting technical issues on their own as much as possible before developers need to get involved.
Discuss requirements with clients for customization requests if needed depending on the client.
Complete QA testing and provide product feedback.
Relevant KPIs: customer satisfaction, time to first response, ticket response volume.
About you
The ideal person for this role:
You have been in a similar role for at least 2+ years professionally.
You have enough technical background to understand how software (APIs, and SDKs) and applications (web and apps) work to be able to become the first line of defense for client queries/issues.
Ideally working knowledge of how the web works including HTML/CSS. Any experience in building or coding websites is a huge plus or bonus. Any exposure to programming languages such as Python is a huge bonus.
Experience dealing with multiple clients and juggle between multiple tasks on a daily basis. The nature of support by definition is not fixed. Your day could vary depending on the situations and issues that arise and you need to be able to manage them well.
Experience with written customer support via ticketing system (or similar).
Excellent communication, verbal and written skills. Someone who does not make any assumptions and asks tons of questions to a client before confirming an issue. You should be very good at investigative skills and know the right questions to ask.
Proactive vs reactive. If you see a potential issue with a client that could come up, bring it up to the team beforehand and collaborate to crush the problem on its head.
You know each customer is unique and brings their own set of challenges, and treat each of them uniquely based on their strengths and weaknesses.
You take pleasure in solving issues and shielding the development team from customer requests as much as possible.
You are very methodical and organized in how you work so that no major issues fall through the cracks.
You are a proficient or native English Speaker.
Must be willing to exceptionally work some nights and weekends (CET) and be flexible on scheduling (no more than 1-2 times per month).
What we offer in return
Learning days. You can learn during working hours.
We encourage the dissemination of knowledge both through internal meetings and by sharing our experiences with the community. Feel free to propose talks, open spaces, workshops, …
Training budget for personal and team formation.
Free day your birthday.
A flexible working environment. Currently due to COVID, it is fully remote but for the right person, it can be fully remote regardless. However, we do require you to be in our office from time to time if needed. Note that this position cannot be fully remote for every candidate and the decision will be made based on the candidate.
Competitive base salary. Additional year end bonus can be offered based on individual performance and company performance.
About ALiCE
ALiCE is a biometric identity verification solution that allows the online onboarding of new clients, reducing identity fraud and maximizing conversion rate. ALiCE offers a frictionless user’s identity verification in a two-step process: user takes a selfie and captures his ID card, ALiCE does the rest.
ALiCE Biometrics, as a spin-off from the R&D Technology Center Gradiant, was born with the mission of developing the best-in-class onboarding identity verification solution that uses Deep-Learning based Face Recognition and Passive Liveness Detection technology.
We use a lot of exciting technology. This is our technology stack:
Python for our service back-end code.
React, Swift, Kotlin and Javascript (based on Vue.js framework) for front-end work.
RabbitMQ and ELK stack for events queue management, observability and visual representation.
Domain Driven Design as main principle to domain modeling and keep focus on the product.
Test Driven Development to encourage the Outside-In design and improve the quality of our code.
Github for repositories management.
Github Actions for Continuous Integration and Continuous Deployment.
Notion for project management and documentation.
Kubernetes, Docker and Helm to orchestrate our services.
Google AI Cloud and Kong for underlying infrastructure.
Know more about our culture and challenge, please visit our web: https://alicebiometrics.com/jobs