American Express Careers

Technical Support Associate

Itasca, Illinois
Customer Care Operations

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Job Description

Accertify and InAuth are leading providers of fraud prevention, chargeback management, device intelligence and payment gateway solutions to customers spanning diverse industries worldwide. Together, we have demonstrated tremendous growth and value to our impressive list of merchants that we protect. This continued rapid growth creates additional opportunities to enhance the value we provide to our clients with all of our solutions.

Accertify and InAuth, a wholly owned subsidiaries of American Express, we are a leaders in providing software, tools and strategies for preventing online fraud and mitigating enterprise-wide risks.  We are looking for an Application Support Specialist to join our team to assist our customers and manage their exposure to online credit card fraud.

The position is 5 days per week.

Job Responsibilities Include:
  • Provide technical support and set up for our clients regarding our Fraud, Chargeback, and Payment Gateway functionalities
  • Troubleshooting client issues connecting to our systems. Monitor for system alerts. Contact clients when interruptions in their data feed are impacted
  • Develop and deploy fraud transaction screening rules and methodologies
  • Create documentation and share with colleagues and/or clients when appropriate and necessary
  • Configure Fraud 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 adopt new approaches and features as needed
  • “Shadow”, mentor and cross train with team members
  • Develop a 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
  • Ability to manage assigned projects with minimal supervision
  • Collaborate and attend meetings as assigned
  • Provide feedback and enhancement ideas to the improvement of the Fraud, Payment Gateway, and Chargeback platform
  • The job may require minimal travel


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.

Specific qualifications include:
  • Prior experience working directly with customers
  • Experience with technical troubleshooting of an application
  • Technical Skills around data manipulation
  • Excellent written and verbal communication skills
  • Energetic, enthusiastic, and have a “can do” positive attitude
  • Detail oriented
  • Posses leadership traits and characteristics is a plus
  • Knowledge of SQL or XML is a plus
Educational requirement: Bachelor’s Degree and/or 3+ years’ experience of application support experience required, preferably supporting software as a service (SaaS)

Preferred Additional:
  • Experience with online credit card fraud prevention a plus
  • Experience with supporting payment transactions with a card processor
  • Experience with supporting chargeback processes
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 19006087
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 11, 2019, 10:24:11 AM
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