Expert Technical Support Specialist

1 week ago

Singapore beBeeFraud Full time $100,000 - $120,000

Job Title: Technical Support Specialist

Description:

We're seeking a skilled technical support specialist to provide expert-level support and proactive solutions. This role is critical in ensuring customer satisfaction and success.

Key Responsibilities:
  • Analyze and interpret data related to online transactions to understand decisioning and key fraud indicators.
  • Interact directly with customers via ticketing system and phone to explain AI model decisions in fundamental business terms.
  • Partner with our analytics team to provide direct input from customers to update our model, improve precision, and accommodate merchant-specific requests.
  • Educate customers about the capabilities of our policy builder product and empower their users to adopt and implement robust policies within best practices.
  • Oversee and maintain merchant business rules related to hard-coded rules within the Forter model.
  • Draft and publish knowledge base content for common questions and inquiries to allow customers to self-serve analytical related inquiries and explanations.
  • Perform proactive outreach to customers based on internal alerting related to integration health issues and quantify into business terms the impact of analytical/data-driven observations.
  • Aid internal teams within Forter, equipping them to handle analytical queries and business questions around our AI model.
Requirements:
  • 3+ years of experience in a role with a strong focus on troubleshooting data analytics in SaaS, software, or FinTech environments.
  • Proven ability to independently diagnose and resolve complex analytical issues/inquiries.
  • Strong bilingual capacity in both English and Mandarin is required to support customers in the GCR region. Additional language capabilities in Korean and Japanese will be a bonus.
Benefits:
  • Competitive salary and bonus plan.
  • Private health insurance, including vision and dental coverage.
  • Generous PTO policy.
  • Half day Fridays, every Friday.

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