Customer Technical Support Specialist

Company Size: 

201-500


Wage: 

$44,688 per year depending on experience


Position Summary:

Reporting to the Technical Support Manager, the Customer Technical Support Specialist is responsible for providing technical and business support to our clients and partners. This is an exciting customer-facing role at the heart of our business that will work in close collaboration with multiple departments, including Product Management, Account Management, Data Science and our Engineering team. We are looking for technically sound, team-oriented, business savvy, and passionate individuals that will have an immediate impact on a rapidly growing industry disruptor.


Primary Duties and Responsibilities:

  • Provide technical support and services to our customers in a timely manner

  • Provide an exceptional customer service experience to ensure the company maintains our position as the leading trusted expert in Identity Verification

  • Achieve high customer satisfaction by effectively and proactively troubleshooting and correcting any issues

  • Configure and troubleshoot companies products and services with exceptional attention to detail and adherence to our SLAs

  • Respond to all internal and external stakeholder questions and concerns with a high level of professionalism

  • Collaborate with other departments, including Vendor Management and Datasource Monitoring teams, in order to resolve issues

  • Contribute to customer success initiatives when needed

  • Performs client due-diligence on new and existing accounts to ensure all accounts are in accordance with the Compliance policies and procedure


Key/Technical Skills:

  • Ability to effectively  prioritize, think critically, troubleshoot proactively and solve complex problems, while under pressure

  • Capability to excel in a data-driven, metrics-oriented environment

  • Comfortable working both independently and in a team environment including supporting projects with remote employees in other offices

  • Strong aptitude with an ability to learn new technologies quickly

  • Strong customer service orientation with excellent listening, verbal, and written communication skills in English

  • Meticulous attention to detail

  • Mastery of Office Suite (MS or Google)


Education and Experience:

  • Post-Secondary Degree or combination of desired experience and education

  • Must have a minimum of 2 years experience in a customer-facing role

  • Experience supporting users on a SaaS platform using APIs