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Technical Services Analyst
Technical Services AnalystSEON Technologies LLC • Austin, TX, US
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Technical Services Analyst

Technical Services Analyst

SEON Technologies LLC • Austin, TX, US
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When you join SEON, you'll work with a growing team to make a big impact. We're always looking for passionate, curious and empathetic people to join our team. Come work alongside a group of talented individuals who are driven to deliver great customer outcomes.

Life at SEON

At SEON, we strive to help online businesses reduce the cost, time and challenges faced due to fraud. Whether you are a global financial leader or a small eCommerce startup, our solution simplifies fraud management so you can focus on what matters : growing and scaling your company.

The people of SEON encourage open communication, do not believe in hierarchy and are all for transparency. By joining our Fraud Fighting team, you will be encouraged to offer creative and or innovative ideas that can drive the company forward. This is THE place for you if you want to be part of a customer obsessed, resilient and humble company that puts innovation at the center of what we do.

Our team is committed to fighting fraud on a daily basis, and as a result, we take great pride in offering our people fair compensation. Here are some further insights into our way of life :

Benefits

  • ESOP : Employee stock ownership plan.
  • Vacation : National holidays, generous holiday allowance
  • Flexible hours : Flexible work schedule that allows teammates to alter their workday.
  • Enhanced parental leave : Enhanced parental leave policies for all the parents on the team.
  • Private health insurance : Private health insurance including coverage for spouse and dependents.
  • Hybrid working environment : We encourage our colleagues to work from home a few days per week, and spend the rest of the time in the office collaborating with the SEON team.
  • Employee assistance and mental health support : Access to an employee assistance and mental health support platform.
  • Lunch and breakfast : Monthly company breakfast and weekly lunch allowance.
  • Learning and development : Access to a variety of opportunities for learning and development (including external L&D).

"What keeps me coming to work is the knowledge that the work we do at SEON is making a real difference in the world. Every day, we're tackling complex challenges in fraud prevention, protecting businesses and their customers from financial threats. The sense of purpose and the dynamic, innovative team I get to work with inspire me to continue pushing the boundaries of what we can achieve together."

We empower our team to grow and succeed on impactful projects. If you're ready to elevate your career with a supportive, collaborative team, explore our open roles and find where your future can thrive with us!

Job Description : Technical Services Analyst

Location : Austin

Employment Type : Full time

Location Type : On-site

Department : GTM

SEON is the command center for fraud prevention and AML compliance, helping thousands of companies worldwide stop fraud, reduce risk and protect revenue. Powered by 900+ real-time, first-party data signals, SEON enriches customer profiles, flags suspicious behavior and streamlines compliance workflows - all from one place.

Responsibilities :

  • 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
  • Requirements :

  • 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.
  • 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
  • SEON is an equal opportunity employer. We strive to embrace what makes each one of us unique; we each have our own story. Whether looking at our current staff or future team members, we believe that everyone has something to contribute, and our employment practices reflect that. We do not make an employment decision based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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    Technical Analyst • Austin, TX, US

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