Support Specialist

The Support Specialist at CertifID will have a unique opportunity to join a driven team at a fast-paced SaaS Series C Company and will be key in propelling our organization into our next phase of growth. This person will move gracefully through a high-octane environment, has strong intellectual curiosity, and is an analytical problem solver who craves challenges. 

You will take accountability for building genuine relationships with our customers while providing prompt, courteous, and accurate support via various channels. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise, be an expert on all things CertifID, take pride in the delivery of proactive and helpful assistance, and are excited to share your insights and learnings with the team.

This role will be supporting the Pacific Time Zone, and must be located in that timezone or be willing to work Pacific hours.

Responsibilities:

• Handle inbound support inquiries via phone, email, and chat that range in complexity from “how-to” questions to involved debugging to track down operational anomalies.

• Triage a wide range of requests, prioritize support issues to handle the most critical issues first, and safely courier the information to the proper team.

• Maintain a speedy response time and a happy customer rating, taking pride in achieving a high service level and continually focusing on process improvement.

• Develop and foster customer relationships by providing functional and technical support for products.

• Work with your team to maintain and contribute to the knowledge base and ensure that relevant content can be easily surfaced.

• Ensure that a set of standard methodologies and processes is used to assess issues and provide adequate solutions effectively

• Work closely with sales, support, product, and marketing to communicate root causes for customer success or failure, and drive requirements for product enhancement and development

• Maintain and aspire to exceed team and company goals, including maintaining high levels of customer retention and customer satisfaction

What you will need:

• Although not a strict requirement, candidates for this position usually have at least 2 years of support experience.

• Ability to troubleshoot software-specific problems and resourcefulness in obtaining information from users

• Ability to use strong problem-solving skills, quick thinking, and use of independent judgment when making decisions that have an impact on customers

• You are an excellent teammate with a consistent record of excelling in fast-growing environments and taking the initiative. 

• Ability to multitask and quickly assess and prioritize the most urgent issues.

• Ability to clearly and concisely articulate technical matters to all customers.

• Growth mindset, task risks, and champion new initiatives

• Strong organizational skills with an ability to manage time and resources effectively

• Excellent communication skills, both verbal and written

Preferred Qualifications

• Familiarity with Zendesk or equivalent.

• Experience in technical support at a Saas company.

• Experience supporting digital payments.

What We Offer 

• Health, dental, and vision Insurance (including a $0 option)

• 401(k) with matching, and no waiting period

• Equity

• Wellness reimbursement of $300/year

• Life insuranceParental leave

• Flexible vacation

• 12 company-paid holidays

• No work on your birthday

• An award-winning culture

• Competitive pay. We aim to meet or lead the market and use Carta Total Compensation to benchmark our roles. Starting salary for this position will be shared during the first screening call.