Support Specialist (Pacific Time)

1 month, 4 weeks ago
Full-time
Junior
Customer and Technical Support
CertifID

CertifID

CertifID is a digital identity verification solution that prevents wire fraud by validating credentials and securely sharing bank details, offering up to $1 million in insurance coverage on protected wires.

Diversified Financial Services
51-250
Founded 2017
$36M raised

Description

  • Handle inbound support inquiries via phone, email, and chat across a range of issue complexity.
  • Troubleshoot product and operational issues, including debugging and investigating anomalies.
  • Triage, prioritize, and route support requests to the appropriate internal team.
  • Deliver prompt, courteous, accurate support while maintaining strong response times and customer ratings.
  • Build and maintain customer relationships through functional and technical support.
  • Contribute to and maintain the support knowledge base so information is easy to find and reuse.
  • Apply standard processes and best practices to assess issues and provide effective solutions.
  • Partner with sales, support, product, and marketing to share root causes and inform product improvements.
  • Support customer retention and satisfaction by meeting or exceeding team and company goals.

Requirements

  • At least 2 years of support experience, though this is not a strict requirement.
  • Ability to troubleshoot software-specific problems and gather needed information from users.
  • Strong problem-solving skills, quick thinking, and sound independent judgment in customer-impacting decisions.
  • Ability to multitask and quickly assess and prioritize urgent issues.
  • Ability to clearly and concisely explain technical topics to customers.
  • Excellent verbal and written communication skills.
  • Strong organizational skills with the ability to manage time and resources effectively.
  • Experience thriving in fast-growing environments and taking initiative.
  • Growth mindset and willingness to learn, adapt, and champion new initiatives.
  • Must be located in the Pacific Time Zone or willing to work Pacific hours.
  • Familiarity with Zendesk or a similar support platform is preferred.
  • Experience in technical support at a SaaS company is preferred.
  • Experience supporting digital payments is preferred.

Benefits

  • Health, dental, and vision insurance, including a $0 option.
  • 401(k) with matching and no waiting period.
  • Equity.
  • Wellness reimbursement of $300 per year.
  • Life insurance.
  • Parental leave.
  • Flexible vacation.
  • 12 company-paid holidays.
  • No work on your birthday.
  • Competitive pay benchmarked to market using Carta Total Compensation.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

AR Specialist - Patient Support

Diana Health 201-500 hospital & health care

Diana Health is hiring a remote AR Specialist – Patient Support to guide patients through billing questions, payment arrangements, and financial assistance for women’s healthcare services.

HIPAA
1 hour, 31 minutes ago

Associate Deal Desk Specialist

Convera 1K-5K Diversified Financial Services

Convera is hiring an Associate Deal Desk Specialist to process customer transactions and support sales, treasury, and customer service operations in a fast-paced cross-border payments environment.

CRM
1 hour, 31 minutes ago

Customer Service Representative- Remote USA

Colibri Group 1K-5K Diversified Consumer Services

Colibri Group is hiring a Customer Service Representative to support customers across phone, email, chat, and digital channels by resolving inquiries, processing requests, and helping them navigate products and services.

2 hours, 1 minute ago

Supporter Experience Associate

The Trevor Project 251-1K Diversified Consumer Services

The Trevor Project is hiring a donor services coordinator to manage gift processing, donor communications, and fundraising support for an LGBTQ+ youth suicide prevention nonprofit.

CRM Salesforce
2 hours, 1 minute ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers