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1st Line Product Support Specialist

2 months ago

Mason, United States FRISS Full time

Join FRISS as a 1st Line Product Support Specialist


Product Support Specialist

Join us in achieving our goals to empower all insurers worldwide to detect insurance fraud automatically. Our ultimate dream is for the FRISS Score to become the global trusted standard for honest insurance. Are you ready to make a global impact?

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

We are seeking a first-line Product Support person to join our amazing team. You will be part of the FRISS support team located in the US (Mason office) and you will manage triaging all support tickets and, along with your other team members, providing the first-line product support for our customers worldwide who are using our FRISS software.


Your mission is to provide excellent service by communicating in a friendly manner, clearly communicating expectations, offering quick solutions, and resolving issues within SLAs (Service Level Agreements).

You aid customers with their questions and issues to ensure the smooth operation of all FRISS products. This requires strong technical and product ability, excellent problem-solving and critical thinking skills, with a customer-focused approach.


A day in the life of a 1st-line Product Support Team Member

  • You thrive on learning and understanding FRISS products and supporting our customers with their technical challenges.
  • You are the link between internal and external stakeholders with different abilities in everything FRISS.


Your Responsibilities

  • Function as the primary point of contact for technical (product-related) issues and customer questions.
  • Diagnose, troubleshoot, and resolve product issues and challenges. Some IT experience is helpful, but the desire to learn multiple proprietary software solutions is optimal.
  • Provide prompt and effective resolution to customer incidents, ensuring minimal disruption to their operations to ensure we stay within SLA.
  • Escalate unresolved issues to proper internal teams or third-party vendors.
  • Document all support activities in the ticketing system, including troubleshooting steps, solutions, and customer interactions.
  • Manage the expectations of our customers about the status of their tickets.
  • Collaborate with other support engineers, departments, and third parties to obtain solutions, FAQs, and best practices to improve SLAs.
  • Proactively find opportunities to improve systems and processes, contributing to the overall efficiency of the product support function.
  • Participate in on-call rotation for after-hours support, as needed.


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


Our support team needs your help improving the service we deliver to our customers. You are fearless in leading and helping our support team and customers with a smile. You are our customers' internal stakeholders and work with other FRISS teams to ensure 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 an expert in answering questions from customers worldwide who use it. You can quickly analyze the priority, urgency, and cause of new incidents and are an excellent problem solver. You have helped the support team improve their processes and have experience improving our software.


Who are you?

  • Bachelor's degree focusing 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 experience in the industry is a plus and can also be learned on the job.
  • Always curious to learn new things.
  • Flexibility and ability to work outside standard 9 to 5 hours due to clients in multiple timezones as we are a global company. You are aware that standby shifts are part of the job.


Why Join FRISS:

  • Make a Direct Impact: Your work will directly influence our customers' satisfaction and offer valuable insights to enhance our products.
  • Collaborative Environment: Join a supportive team that values collaboration and innovation.
  • At FRISS, we believe in nurturing talent. You'll have the chance to grow professionally and personally, with a range of opportunities for development and advancement.


Benefits:

  • Dynamic Position: This position is full-time and offers a flexible working schedule.
  • Competitive Compensation: You'll receive a gross yearly salary of approximately $ 60,000 (based on full-time employment), commensurate with your 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. It also provides 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 an additional anniversary day of every third year of employment, as part of our PTO benefits.
  • 401k Benefits: Employees can join FRISS's 401k retirement plan with up to a six percent (6%) company match with immediate vesting.
  • Fixed Expense Allowance: After their two-month probation period has ended, employees are eligible for a $150 monthly allowance for phone and internet expenses.
  • 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: Join 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 James Carpenter james.carpenter@friss.com. If you have other questions, please contact Els Boot, Recruiter

via recruitment@friss.com. Please note Els is 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 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.