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Technical Support Associate

2 months ago

Mason, Ohio, United States FRISS Full time

Join FRISS as a Technical Support Associate

Position Overview

We are seeking a dedicated individual to assist us in achieving our ambitious objectives. By developing innovative software solutions, we empower insurers globally to identify insurance fraud effectively. Our vision is for the FRISS Score to become the universally recognized benchmark for trustworthy insurance practices. Are you prepared to embark on this journey? We are looking for a Technical Support Associate.

This role involves close collaboration with teams in various locations, ensuring a seamless hybrid work experience.

Your Role

As a member of the FRISS support team, you will provide essential technical assistance to our clients worldwide, utilizing our FRISS software. Your primary goal is to deliver outstanding service by maintaining clear communication, managing expectations, and resolving issues promptly within established service level agreements (SLAs).

Key Responsibilities:

  • Serve as the main contact for technical inquiries and issues related to our products.
  • Diagnose and resolve intricate product challenges, particularly those related to networking and IT infrastructure.
  • Ensure timely resolution of customer incidents, minimizing operational disruptions while adhering to SLAs.
  • Escalate unresolved matters to the appropriate internal teams or external vendors.
  • Document all support interactions, including troubleshooting steps and solutions, in the ticketing system.
  • Manage customer expectations regarding ticket statuses.
  • Collaborate with colleagues across various departments to enhance service delivery and improve SLAs.
  • Identify opportunities for system and process improvements to boost overall support efficiency.
  • Participate in on-call support rotations as necessary.

What You Will Gain:

  • Contribute to FRISS's strategic objectives on a daily basis.
  • Work alongside experienced professionals from whom you can learn extensively.
  • Enhance your skills through various training opportunities.
  • Advance your career within the organization.

Team Dynamics

You will be part of the Customer Excellence department, collaborating with diverse teams to address a wide range of technical challenges and requests. Your proactive approach will help elevate the service we provide to our clients, ensuring that we exceed their expectations.

Your First Year Achievements

By familiarizing yourself with our FRISS software, you will become a key resource for addressing customer inquiries. You will develop the ability to assess the urgency and root causes of incidents effectively, contributing to process improvements within the support team.

Candidate Profile

  • Bachelor's degree in computer science, business, or a related field, or equivalent experience.
  • Interest in understanding diverse customer cultures.
  • Ability to work independently.
  • 2-3 years of experience in a product support role, preferably in business software.
  • Familiarity with tools such as Postman, SQL, CRM systems, and monitoring applications is advantageous.
  • Strong communication skills and a self-motivated work ethic.
  • Team-oriented mindset, comfortable collaborating across cultures and time zones.
  • Proficiency in English; knowledge of additional languages is a plus.
  • Excellent analytical and problem-solving abilities.
  • Willingness to learn and adapt to new challenges.
  • Flexibility to work varied hours, including evenings, as required by our global operations.

Why Choose FRISS:

  • Impactful Work: Your contributions will directly enhance customer satisfaction and inform product improvements.
  • Collaborative Culture: Join a team that values teamwork and innovation.
  • Professional Growth: Access numerous opportunities for career development.

Benefits:

  • Flexible Work Environment: This full-time position offers a flexible schedule, with options for part-time work.
  • Competitive Compensation: Enjoy a salary commensurate with experience and expertise.
  • Comprehensive Benefits: FRISS provides health insurance coverage, paid time off, retirement plan options, and more.
  • Hybrid Work Model: Balance your time between office and remote work.
  • Continuous Learning: Engage in ongoing training and development opportunities.
  • Inclusive Workplace: Be part of a diverse culture that encourages authenticity.