Support Specialist (Pacific Time)

1 hour, 41 minutes 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

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