.Career Growth, Flexibility and Collaboration!Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings.
Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment.
Our team makes an impact!The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world.
Entrust's technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.We Believe: Securing identities is most effective when we value all identities.
We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard.
From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another.
And, of course, to be themselves.Our Senior Application Support Engineers have a deep understanding of our products and services and are constantly aware of their state.
When they receive a request, they assess its priority, establish its impact, and come with a strategy to resolve it.
They communicate efficiently and empathetically with our customers, understanding the context and capturing the required details for a timely resolution.
Their focus is on response time and customer satisfaction.Entrust is expanding our Support team focused on the Onfido product suite to improve customer experience and satisfaction.
One of your roles will be in identifying recurrent issues and trends, and partnering with our Product and Developer teams in addressing their root causes.
The perfect candidate enjoys making customers happy and has a keen eye for investigation and detail.This role is part of a team that provides 24x7x365 support to our customers.
Coverage for customer support may require work on some public holidays; the shift pattern for this role is Sunday to Thursday.ResponsibilitiesProduct understanding - Developing a deep understanding of the Onfido product suite and how it is used by our customers, collaborating with support engineers, product managers, software engineers, and mentors.
Show confidence when demonstrating solutions.Demonstrate a Customer Experience mindset - Holistic understanding of customer experience, and what drives and impacts customers at each stage of their onboarding journey.
All-encompassing approach to customer support, adapting your language to fit the audience.Problem solving - Supporting the team as they investigate, debug, reproduce and fix any technical issues customers are facing when using our services.Product improvement - You know what works well and what needs some tweaking