What are the responsibilities and job description for the Customer Experience Specialist position at IDEMIA?
Overview
IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity.
Responsibilities
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- Responding to customer escalation emails for JIJ/Congressional/Complaints/Urgent
- Assist Sustaining Engs with issues they are having with tickets they are working
- Review Engineering Support Report daily to see if there are any major system issues
- While reviewing Engineering Support Report, determine if there are “buckets” of records that can be fixed in batch, and then fix them, and close associated tickets
- Prepare and participate in the bi-weekly Status (ops) meeting
- Identify scenarios where the same procedure can be utilized to close a large number of tickets, passing along process to Sustaining Engs
- Act as middle man for PMO, Ops, etc.... when issues arise, to determine how it should be routed
- Main point of contact for customer in regards to all support issues/questions (monthly missing RB sheets)
- Take reported issues from PMO, customer, PMA, EC Ops, Finance and evaluate to determine the likely cause, and create tickets/route the problem to the appropriate dev team for remediation
Qualifications
Knowledgeable in SQL, SSMS, Java.
Ability to quickly pick up on system architecture and workflows.
BS in related field and 8 years of experience with managing customer relationships and providing technical support to customers.