American Express Careers

Client Support Associate

Gurgaon, India
Customer Care Operations

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Job Description

This is a Band 28 requisition.
 
Overview of The Department:
 
Accertify, a wholly owned subsidiary of American Express, is a leader in providing software, tools and strategies for preventing online fraud and mitigating enterprise-wide risks. Accertify is looking for a Client Support Associate to join our Global Support team to assist our customers and manage their exposure to online credit card fraud. Accertify provides eCommerce merchants with the industry’s first end-to-end platform for combating fraud. Our application, called Interceptas, is built on a workbench platform that integrates all the features, tools and services a merchant needs to effectively and efficiently combat online credit card fraud, process Payment Gateway Transactions and Chargeback Management.
 
 
 
Job Description:
 
 A Client Support Associate is responsible for handling esp. Level 1 and Level 2 technical support tickets for existing clients as well as the successful deployment of the various components of Accertify’s Interceptas fraud prevention and chargeback management platform. Specific responsibilities include
  • Provide technical support and build strategies for our clients on Interceptas Fraud, and Chargeback platform.
  • Troubleshooting client issues connecting to our systems. Monitor for system alerts. Contact clients when interruptions in their data feed are occurred.
  • Develop and deploy fraud transaction screening rules and methodologies.
  • Configure Analyst user interface to client’s specifications.
  • Develop additional tactics and other procedures to diminish customers’ risk.
  • Work closely with clients to identify new features and functionality for Interceptas.
  • Work closely with Accertify Subject Matter Experts to evaluate and identify emerging technologies / fraud trends and adapt new approaches and features as needed.
  • Develop strong relationship with clients to deliver exceptional service and ensure that expectations are exceeded.
  • Act as a liaison between external clients and internal departments including Account Management, Operations, and Development teams.
  • Provide feedback and enhancement ideas to the improvement of the Fraud, and Chargeback platform.
 

This role may be subject to additional background verification checks.

Qualifications

QUALIFICATIONS:

 

 This is a high visibility role and requires excellent communication skills as well as a dynamic and energetic approach to problem solving in order to further a best in class customer experience.
  • Prior experience working directly with customers.
  • Experience with technical troubleshooting of an application, preferably supporting software as a service (SaaS).
  • Technical Skills around data manipulation.
  • Excellent written and verbal communication skills.
  • Knowledge of SQL or XML is a plus.
 
Educational requirement: Bachelor’s Degree and/or 3+ year experience of application support experience required, preferably supporting software as a service (SaaS)
 
Language: English

ReqID: 18011321
Schedule (Full-Time/Part-Time): Full-time
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