Location: 
Amsterdam, Netherlands
Position Type: 
Full Time
Team: 
Customer Support

The Job

The Customer Support Analyst is an integral part of Mitek’s Customer Success team and will interface with customers in order to troubleshoot issues with our Mobile Imaging & Verification Solutions via phone, email, ticketing systems, and other channels. You will interact with internal stakeholders as well as client teams in order to resolve these issues.

What You’ll Do (Role Description)

  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Document knowledge in the form of support ticket tech notes 
  • Provide regular updates to support team manager

Who You Are (Soft Skills, Attributes)

  • Self-starter and entrepreneurial mindset
  • Thrives in a fast-paced start-up team-focused culture and adapts to a changing environment
  • Data-driven, strategic mindset
  • Logical and creative problem-solving
  • Excellent interpersonal and relationship management skills
  • Planning, organization, and facilitation skills
  • Ability to manage and influence others (both within and outside your own direct work-group)
  • Ability to summarize complex issues simply and effectively

What You Need (Skills/Experience/Abilities)

  • Dutch-speaking (we have a lot of customer companies in the Netherlands!)
  • Proven working experience in technical support or as an IT support representative
  • Working knowledge of Server technologies, including utilities and scripting
  • Dutch and English-speaking
  • Strong problem-solving skills
  • Excellent client-facing skills
  • Excellent written and verbal communication skills
  • Working knowledge of web-based systems architecture, service-based architecture, enterprise application architecture
  • Working knowledge of web service technologies (REST/JSON, XML/SOAP, WCF)
  • Knowledge of mobile landscape and trends desired
  • Bachelor’s Degree in Computer Science, MIS, or equivalent experience

What We Can Offer You

  • Exceptionally transparent and fair corporate culture: freedom to apply own ideas/initiatives
  • Dynamic working environment with innovation, collaboration and results the focal points
  • Development opportunities on both a personal and professional level
  • International outlook – global customer network
  • Supplied lunches enjoyed together
  • 40-hour working week
  • Competitive salary

About Mitek

"Accelerating the digital transformation of business through intelligent mobile capture."

Mitek (NASDAQ: MITK) is an innovator in Artificial Intelligence and Machine Learning that simplify everyday tasks.

We are a global leader in mobile capture and digital identity verification software solutions. Mitek’s ID verification allows an enterprise to verify a user’s identity during a mobile transaction, enabling financial institutions, payments companies and other businesses operating in highly regulated markets to transact business safely while increasing revenue from the mobile channel. Mitek also reduces the friction in the mobile users’ experience with advanced data prefill. These innovative mobile solutions are embedded into the apps of more than 5,900 organizations and used by tens of millions of consumers for mobile check deposit, new account opening, insurance quoting, and more. 

We have a track record of breakthrough achievements that have helped to transform mobile banking and the identity authentication markets. As a result, we have grown globally with offices in the UK, Spain and the Netherlands.  

We’re looking for team members that live our core values of Delivering, Learning and Caring.

Apply Now