Technical Support Engineer, Forter
+ Restricted Stock Units
2+ days a week in office
Fraud prevention platform
Job no longer available
Fraud prevention platform
501-1000 employees
Job no longer available
+ Restricted Stock Units
2+ days a week in office
501-1000 employees
Company mission
To build trust in e-commerce by eliminating fraud for online merchants and marketplaces.
Role
Who you are
- This role requires a strong mix of customer service plus excellent troubleshooting and problem solving skills
- 2-3 years customer service experience required and experience in customer support with a technical product
- You are a quick, clear writer and an amazing communicator; able to break down a complex technology or problem in an a way that is easy to understand
- Strong interpersonal skills and a passion for consistently providing a great customer experience
- Experience troubleshooting tech issues and relaying information in an digestible way to customers required
- Experience balancing multiple tasks and customer needs simultaneously
- Candidates have strong customer service experience (preferably in software/FinTech support, or similar field)
- Capable of working individually and as part of a team to solve technical problems
- Attention to detail, excellent organizational skills, superior time management
What the job involves
- As the first line of defense for Forter’s customers, you will actively manage and resolve customer inbound tickets in accordance with our world-class SLAs
- As the voice of the customer, you will work with internal teams to identify and develop solutions that automate and improve the client’s experience
- In addition, you will be responsible for standardizing documentation, training clients on platform best practices and procedures as well as troubleshooting and escalating responsibilities
- Become a trusted subject matter expert on the Forter product, finding creative solutions for our customers to succeed and serve as the first point of contact
- Help customers get the most out Forter’s platform and enable them to become power users of the product and fill in any gaps in their product knowledge
- Develop and execute short-term solutions to resolve complex client issues
- Collaborate and organize both customer personnel and in-house resources to troubleshoot and resolve issues working with our Engineering teams to identify and report bugs
- Be an advocate for our customers and proactive in finding solutions to any issues that may arise
- Collect customer feedback, work with Product to preemptively solve product issues and identify trends in feature requests and reporting these to our product team
- Contribute to internal documentation and assist teammates in understanding and handling technical issues
- Work in a fast-paced environment while delivering world class results for our customers and internal stakeholders
- Document interactions, paths to resolution, and successes for both customers and internal audiences
- Set follow-up actions and provide regular updates on the status of active issues to all stakeholders
- Continuously manage customer issues and satisfaction
- Participate in weekend on-call rotation to ensure the stability of our platform during off-hours
Our take
Forter provides new generation fraud prevention to meet the challenges faced by modern enterprise e-commerce. The system eliminates the need for rules, scores or manual reviews, making fraud prevention friction-free.
The result is fraud prevention that is invisible to buyers and empowers merchants with increased approvals, smoother checkout and the near elimination of false positives - meaning more sales and happier customers.
Behind the scenes, Forter’s machine learning technology combines advanced cyber intelligence with behavioural and identity analysis to create a multi-layered fraud detection mechanism.
The company had previously announced IPO plans; however, it has yet to move forward with this venture. Since its $300M investment round in 2021, the company has made several acquisitions, strengthening its fraud prevention solution stack.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2021
$300m
SERIES F
Nov 2020
$125m
SERIES E
Total funding: $528m
Company benefits
- Vision & Dental Benefits
- Fitness Subsidies
- 25 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
Company HQ
Midtown East, New York, NY
Leadership
Liron Damri
(Co-Founder & President)Previously worked for 5 years at Paypal, holding various positions such as Head of Americas Analytics, Business Analytics (ARS) and Strategy and Business Development, LATAM. He served as Forter's COO until 2017
Michael Reitblat
(Co-Founder & CEO)Previously VP Product and Board Member at Pango Parking for 4 years and Military Intelligence Officer at Israeli Intelligence Corps - Cyber Command for 3 years
Salary benchmarks
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