Sr. Support Specialist

Responsibilities

• Handle inbound support inquiries via phone, email, and chat that range in complexity from “how-to” questions up to involved debugging to track down operational anomalies
• Work to resolve high-priority or high-urgency tickets. Work with customers to troubleshoot issues, identify workarounds, and provide lasting resolutions
• Triage a wide range of requests, prioritize support issues to handle the most critical problems first  
• Maintain a speedy response time and a happy customer rating, taking pride in achieving a high service level while continually focusing on process improvement.
• Develop and foster customer relationships by providing functional and technical support for products. 
• Be on the frontline of fighting fraud by looking for suspicious behavior, noticing red flags, and working to escalate to the Trust and Safety team to investigate
• Become an internal SME on CertifID Products and solutions, able to clearly communicate the inner workings of our product externally and internally.
• Work with your team to maintain and contribute to the knowledge base and ensure that relevant content can be easily surfaced.
• Helped develop and improve methodologies and processes to assess issues and provide adequate solutions effectively.
• Work closely with sales, success, product, and marketing to communicate root causes for customer success or failure and drive product enhancement and development requirements.
• Maintain and aspire to exceed team and company goals, including maintaining high levels of customer retention and customer satisfaction

What You Will Need:

• At least 3+ years of product support experience, preferably in a support analyst or technical support position at a SaaS company
• Familiarity with Zendesk and Gainsight(or another CSM tool) is a plus!
• 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
• A customer advocate mindset and a big picture understanding of business goals and policies.
• You are an excellent teammate with a consistent record of excelling in fast-growing environments and taking initiative. 
• Ability to clearly and concisely articulate technical matters to all customers
• Growth mindset, task risks, and champion new initiatives
• Strong social and interpersonal skills
• Strong organizational skills with an ability to manage time and resources effectively
• Excellent communication skills, both verbal and written
• You can easily engage both technical and non-technical personnel at various levels, i.e., entry-level to executive

Benefits

• Competitive Pay
• Competitive PTO
• Equity
• Wellness Benefit 
• No work on your birthday
• Hybrid work environment
• Health, Dental, and Vision Insurance
• 401 (k) with matching
• Life Insurance
• 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.