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Lead Technical Support Specialist

2 months ago

Grand Rapids, Minnesota, United States Accertify Full time
Position Overview

Accertify is recognized as a premier partner for leading global brands, specializing in fraud prevention, chargeback management, and account security solutions. Our mission is to empower clients to enhance their revenue streams while safeguarding against potential losses. By joining Accertify, you will contribute to a comprehensive digital solution that facilitates commerce worldwide.

We are expanding our team and seeking a Lead Technical Support Specialist to join our dedicated fraud prevention unit.

Key Responsibilities

In this pivotal role, you will engage closely with clients to understand their challenges related to e-commerce fraud and chargebacks. This position offers the chance to configure Accertify solutions to ensure optimal performance.

  • Deliver technical assistance and execute configuration tasks for Accertify's fraud and chargeback capabilities.
  • Diagnose client connectivity issues with our systems, monitor system alerts, and proactively communicate with clients regarding any data feed disruptions.
  • Design and implement fraud transaction screening protocols and strategies.
  • Formulate additional methods and procedures to mitigate client risk.
  • Collaborate with clients to identify new features and enhancements for our platform.
  • Work alongside Accertify Subject Matter Experts to assess and integrate emerging technologies and fraud trends into our offerings.
QualificationsEssential Skills
  • Strong verbal and written communication skills, coupled with a proactive and energetic approach to problem-solving to ensure a superior customer experience.
  • Experience in direct customer engagement.
  • Proficiency in troubleshooting application-related issues.
  • Technical expertise in data manipulation.
  • Familiarity with SQL, JSON, and XML is advantageous.
Preferred Skills
  • Experience with Software as a Service (SaaS) platforms.
  • Background in fraud prevention and detection methodologies.
Additional Information
  • Reports to: Application Technology & Support Director
  • Workplace Flexibility: Hybrid model available.
  • Visa Sponsorship: Employment eligibility to work for Accertify in the U.S. is required.

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