Technology Support Analyst

iProov is the world leader in face biometric verification. We establish trust in remote users and deliver effortless, customer centric, device independent authentication tied to trusted ID credentials.  We are on a mission to make the Internet a safer place for businesses and consumers.

Our unique facial biometric technology allows banks, governments, healthcare and travel providers to verify customer identity online and provide simple access to secure services.  In 2020 we were recognised as a Gartner Cool Vendor and as the 5th fastest growing technology company in the UK by Deloitte. We work with leading customers & partners across a number of industry sectors worldwide – organisations using our technology include the US Department of Homeland Security, the UK Home Office, the NHS, Eurostar, the Australian government, the Singapore government, ING and many more.

Our flagship Genuine Presence Assurance technology continues to solidify its global market leadership, with verifications growing at a consistent rate of 25% per month worldwide.  This has been driven by demand from organizations needing to verify the identity of online users to prevent fraud. iProov’s patented technology assures the genuine presence of an online user to ensure they are the right person, a real person, and authenticating right now.

Diversity at iProov is about reflecting the customers we serve, holding the principles of equality and inclusion at the heart of everything we do and all that we stand for, embracing differences, creating possibilities, and growing together.  We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our purpose.

The Role:

IProov is embarking on the next stage of its exciting and ambitious growth plan.  As such there is the need for the right person, with a passion for solving problems, providing excellent service, and collaborating across teams, to join our growing Technology community as a Technical Support Analyst.  This role is a customer and partner facing role with the aim of providing meaningful responses to queries, in a timely fashion, driving satisfaction while protecting the reputation of the business.

You will need the ability to communicate effectively with a wide range of external and internal stakeholders with a keen eye for detail and problem solving to triage, diagnose, and troubleshoot problems that arise.   In doing so, you will have the opportunity to improve customers and partners’ understanding of our products as well as influence future developments based on escalations to our product development teams.

The individual who joins this high performing team will work with friendly, supportive, and highly professional colleagues. We care about the career and professional development of our colleagues; and promise that we will invest in you and your career, you’ll surrounded by cutting edge technology and passionate colleagues, achieving the remarkable, making a positive impact and never get bored.

Responsibilities:

  • Act as initial contact point into iProov for customer and partner queries with the aim of providing meaningful responses, in a timely fashion, driving satisfaction while protecting the reputation of the business
  • Answer technical support telephone calls, emails and handle ticket communication
  • Perform initial application support to all incoming tickets to the customer service desk: triaging, diagnosing, troubleshooting, resolving where possible, and managing escalations to second line Technical Support Engineers and then third-line support when required
  • Manage and maintain our customer knowledge base, identifying any gaps that need to be closed on frequently asked queries
  • Collaborate, when required, with other teams in iProov to address customer and partner queries that involve cross functional team interaction

This is a fantastic opportunity to help build a global brand in an exciting industry sector.

You will need: 

  • Confidence communicating with a wide range of developers and technical resources
  • Excellent customer communication skills with an attention to detail
  • A can-do attitude, eagerness to learn and make an impact
  • Ability to handle a high-pressure environment and “wow” the customer while protecting iProov’s business reputation
  • Ability to prioritise tasks and requests balancing both customer need and iProov capability
  • Great team player in a cross functional environment
  • Be capable of working independently and handling variable ticket volumes accordingly
  • A technical understanding with as many of the following technologies as possible.
  • HTTP, TLS, Oauth, REST APIs and tools like Postman
  • iOS (Swift, Xcode, Cocoapods, Carthage)
  • Android (Java, Android Studio)
  • Xamarin (Visual Studio, Xamarin.iOS, Xamarin.Android, Xamarin.Forms)
  • NoSQL databases
  • JS, CSS and browser dev tools
  • Networking and DNS

Company Benefits 

  • 25 days Annual Leave, plus 8 Bank Holidays
  • Vitality Health insurance
  • Pension
  • Flexible working
  • Free Barista Coffee/Tea, biscuits and fruit in the office
  • Free access to WeWork discounts and free online well-being sessions
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