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Product Support Specialist

2 months ago

Mason, United States FRISS Full time

Join FRISS as a 1st Line Support Engineer

Product Support Specialist


We need you to help us reach our Big Hairy Audacious Goal By building really smart software, we enable insurers worldwide to automatically detect insurance fraud. Our ultimate dream is that the FRISS Score is the global trusted standard for honest insurance. Are you ready for an adventure? We are on the hunt for a 1st Line Product Support Engineer.

You will be working closely with the team in Mason, OH and the team in our Utrecht office in the Netherlands. This is a hybrid position, with a 50/50% split between working remotely and working in the Mason, OH office.


Your Mission

You will be part of the FRISS support team located in the US (Mason office) and responsible for day-to-day technical 1st-line product support to our customers across the world working with our FRISS software.

Your mission is to provide excellent service by communicating in a friendly manner, managing clear expectations, providing quick solutions, and resolving issues within the SLA (Service Level Agreements).

You are responsible for helping customers with their questions and issues to make sure customers can work smoothly with all products of FRISS. This requires strong technical expertise, excellent problem-solving skills, significant knowledge of the FRISS IT landscape and a customer-focused approach.


A day in the life of a 1st-line Product Support Engineer:

  • You are the oil in the collaboration between IT and Business stakeholders such as clients, recognizing the correlation / dependencies between their activities.
  • You thrive to understand the FRISS product, support our customers on technical challenges, and advise on a business level. Your holistic view as well as your knowledge are crucial to deliver customer value as early as possible.
  • You are the link between colleagues having different expertise in FRISS. Your colleagues will be Support Engineers, Infra DevOps, Consultants, Product Owners, Developers, and Customer Success Managers.
  • You are a driver of the solution approach using in-depth knowledge of Business and IT such as product configuration, architecture, infrastructure, and legislation.



Your Responsibilities:

  • Act as the primary point of contact for technical (product related) issues and questions from our customers.
  • Diagnose, troubleshoot, and resolve complex product issues and challenges concerning networking and IT infrastructure.
  • Provide timely and effective resolution to customer incidents, ensuring minimal disruption to their operations to stay within SLA.
  • Escalate unresolved issues to appropriate internal teams or third-party vendors.
  • Document all support activities, including troubleshooting steps, solutions, and customer interactions, in the ticketing system.
  • Manage expectations to our customers on the status of tickets.
  • Collaborate with other support engineers, departments, and third parties to obtain solutions, FAQs, and best practices to improve on SLAs.
  • Proactively identify opportunities to improve systems and processes, contributing to the overall efficiency of the support function.
  • Participate in on-call rotation for after-hours support, as required.



As a 1st-line Product Support Engineer, you will have the opportunity to:

  • Contribute actively to FRISS’s strategic goals and objectives daily.
  • Work with like-minded, experienced colleagues from whom you will learn a lot.
  • Further increase your knowledge by attending both internal and external training opportunities.
  • Grow within the organization.


You and your team

We are part of FRISS Customer Excellence department and collaborate with different teams. We are the go-to team for our customers and bring solutions for the diverse technical challenges and requests.

Our support team needs your help to improve the service we deliver to our customers. You are not afraid to take the lead and help both our support team and customers with a smile. You are the internal stakeholder for our customers while working together with other FRISS teams to make sure bugs are resolved as soon as possible. We want to outperform the expectations of our customers and our internal stakeholders.


What will you achieve in your first year at FRISS?

By gaining knowledge of our FRISS software, you have become the expert in answering questions from customers across the world working with our software. You can quickly analyze the priority, urgency, and cause of new incidents and are an excellent problem solver. You have helped the support team to improve their processes and have experience of improving our software.



Who are you?

  • Bachelor's degree with a focus on computer science, business science or similar. Or relevant working experience
  • Interested in different customer cultures and act accordingly
  • Can perform tasks independently
  • At least 2-3 years of experience working in a (product) support department, preferably in business software
  • Experience with Postman, SQL, CRM-systems, and monitoring tools is a plus
  • Self-starting professional with excellent communication skills
  • Team player who likes to work with multiple cultures, countries, and time zones, across disciplines and functions
  • Proficiency in English, both written and oral. Another language such as Spanish, French is a plus
  • Great analytical skills
  • Passion for problem solving and solving complex puzzles
  • Knowledge of insurance processes and/or experience in the industry is a plus and can also be learned on the job
  • Always curious in learning new things
  • You do not mind working flexible hours, also in evening hours, since we are a global company. You are aware that standby shifts are part of the job.


Why Join FRISS:

  • Make an Impact: Your work will directly contribute to the satisfaction level of our customers and valuable input to improve our products.
  • Collaborative Environment: Join a supportive team that values collaboration and innovation.
  • Growth Opportunities: Take advantage of opportunities for professional growth and development.


Benefits:

  • Dynamic Position: This position is full-time with a flexible working schedule. The team is also open to candidates that wish to work part-time.
  • Competitive Salary: Receive a gross yearly salary of around $ 60,000 (based on full-time employment), in line with knowledge and experience.
  • Standard benefits:
  • Health insurance: FRISS covers 90% of the employee premiums and 50% of dependent premiums for Medical, Dental, and Vision.
  • FRISS offers medical insurance through Cigna and dental and vision insurance through Guardian Insurance. FRISS also offers short term disability (STD), long term disability (LTD), and life and AD&D insurance to all employees through Guardian Insurance.
  • Paid Time Off (PTO): FRISS offers competitive benefits including twenty (20) days of vacation and three (3) personal days per year as well as federal holidays off, and additionally anniversary day off every third year of employment, as part of our PTO benefits.
  • 401k Benefits: Employees are also eligible to join FRISS’s 401k retirement plan with up to a six percent (6%) company match with immediate vesting.
  • Fixed Expense Allowance: Employees are eligible for a $150 monthly allowance for phone and internet expenses after their two-month probation period has ended.
  • Hybrid Working: Embrace a hybrid work model, splitting your time between our office in Mason, OH and working from home (50/50).
  • Participation in FRISS Participation Plan: Join our participation plan to share in the success of FRISS.
  • Training and Development: Access opportunities for continuous learning and professional development.
  • Inclusive Culture: Be a part of a diverse and open culture where you can bring your authentic self to work.


Apply Now:

If you are ready to play a crucial role at FRISS, we want to hear from you Apply now via recruitment@friss.com to become our First Line Support Engineer at FRISS and make a meaningful impact on our success.

If you have any questions about this vacancy, feel free to reach out to Carlos Duijts at carlos.duijts@friss.com. If you have other questions, please contact Els Boot, Recruiter via recruitment@friss.com. Please note that both Carlos and Els are in the Central European (CET) time zone. (No agencies please)


About FRISS:

FRISS is a leading provider in fraud detection and risk mitigation solutions for the insurance industry. Founded in 2006, FRISS holds its head office in Utrecht, The Netherlands, with a global presence and global workforce, including Europe, United States, Canada, Australia, and New Zealand. Our ultimate dream is that the FRISS Score is the global trusted standard for honest insurance.


To learn more about FRISS, have a look at www.friss.com.


FRISS is proud to be an equal opportunity employer. We encourage you to be yourself. All qualified applicants will be considered for employment without regard to race, religious affiliation, gender, gender identity, sexual orientation, disability, age, nationality, or veteran status.