Remote Product Support Engineer II

Summary

Join Jumio's Product Support team in Malaysia as a driven Product Support Specialist II, working with an international startup and contributing to customer delight.

Requirements

• Minimum 2-4 years experience in a technical support role preferred
• Ability to troubleshoot more complex issues
• Excellent written and verbal communication and interpersonal skills
• Fluent in English & Mandarin
• Good troubleshooting and problem-solving skills with a strong analytical/QA mindset
• Knowledge of Web technologies (e.g. REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS) is a plus
• Ability to multi-task and work in a fast-paced environment
• Excellent analytical, quality and conceptual skills
• Enjoy working in a multicultural and geographically diverse organization
• Available for standby hours when required

Responsibilities

• Take ownership of common customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Provides prompt and accurate feedback to customers
• Oversee and manage open support tickets to ensure ongoing customer communication
• Follows standardized procedures for proper escalation of unresolved issues to the Second Level Support team
• Help in resolving escalated customer complaints
• Develop customer relationships through professional interactions
• Actively contribute to both Jumio’s internal and external (customer) knowledge base