What You Will Do (Essential Responsibilities):
- Lead client support and technical issue resolution for assigned strategic customers including:
- --Building rapport and understanding your customers’ business needs and objectives.
- --Acting as representative when end users reach out and need guidance.
- --Monitoring support metrics and providing monthly reports detailing all incidents/tickets in the previous month.
- --Acting as reliable resource when client admins need help with incidents and complex queries.
- --Extensively researching customer issues, creating and maintaining documentation to promote self-service for customers.
- --Providing on-demand technical guidance and troubleshooting.
- --Working in tandem with your Customer Success Manager (CSM) to keep oversight of requests and any reported issues.
- Serve as a subject matter expert (SME) for Mitek’s products.
- Communicate regularly with cross-functional team members about technology issues affecting systems operations and client workflow/production.
- Demonstrate behaviors consistent with the company’s vision, mission, and values in all interactions with customer, co-workers and vendors.
Who You Are:
- Thrives in a fast-paced team-focused culture and adapts to a changing environment.
- Data-driven, strategic mindset.
- Logical and creative problem-solving.
- Excellent interpersonal and relationship management skills.
- Planning, organization, and facilitation skills.
- Ability to manage and influence others (both within and outside your own direct work-group).
- Ability to summarize complex issues simply and effectively.
What You Need (Education/Experience/Knowledge/Technical):
- Bachelor’s degree in computer science, a related field, or otherwise equivalent experience.
- Minimum 3 years’ experience in support.
- Excellent written and oral communication skills.
- A drive for results and customer focus.
- Familiar with evidence-based troubleshooting practice.
- Must be flexible with a “can do” attitude with the ability to remain professional in high-pressure situations.
- Knowledgeable and proficient in web service technologies whether as consumer or provider (REST/JSON, XML/SOAP).
- Knowledgeable about networking (TCP/IP and DNS).
- Knowledgeable of Microsoft Windows, SQL, and IIS.
- Familiar with software distribution and SDK business model.
- Understanding SaaS operation models and customer support.
- Familiar with service desk and incident management systems such as Zendesk.
What Would Be Nice (Preferred Skills & Experience):
- Relevant experience in operating a B2B web platform.
- Knowledgeable of API integration.
- Knowledge of scripting languages such as Python, PowerShell and Bash.
- Understanding of Microsoft Windows Servers, SQL, and Internet Information Services (IIS).
Top Skills
What We Do
“Accelerate the digital transformation of your business with digital identity verification."
Mitek (NASDAQ: MITK) is a global leader in mobile capture and digital identity verification solutions built on the latest advancements in AI and machine learning. Mitek’s identity verification solutions enable an enterprise to verify a user’s identity during a digital transaction, which assists financial institutions, payments companies and other businesses operating in highly regulated markets in mitigating financial risk and meeting regulatory requirements while increasing revenue from digital channels. Mitek also reduces the friction in the users’ experience with advanced data prefill and automation of the onboarding process. Mitek’s innovative solutions are embedded into the apps of more than 6,100 organizations and used by more than 80 million consumers for mobile check deposit, new account opening and more.
