Support Specialist
Austin, TX / Grand Rapids, MI
Customer Success /
Full-time /
Hybrid
Cybercrime is rising, reaching record highs in 2024. According to the FBI's IC3 report total losses exceeded $16 billion. With investment fraud and BEC scams at the forefront, the message is clear: the real estate sector remains a lucrative target for cybercriminals. At CertifID, we take this threat seriously and provide a secure platform that verifies the identities of parties involved in transactions, authenticates wire transfer instructions, and detects potential fraud attempts. Our technology is designed to mitigate risks and ensure that every transaction is conducted with confidence and peace of mind.
We know we couldn’t take on this challenge without our incredible team. We have been recognized as one of the Best Startups to Work for in Austin, made the Inc. 5000 list, and won Best Culture by Purpose Jobs two years in a row. We are guided by our core values and our vision of a world without wire fraud. We offer a dynamic work environment where you can contribute to meaningful impact and be part of a team dedicated to enhancing security and fighting fraud.
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.
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 the root causes of 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 Requirements
- Familiarity with Zendesk or equivalent.
- Experience in technical support at a Saas company.
- Experience supporting digital payments.
What We Offer
- Flexible vacation
- 12 company-paid holidays
- 10 paid sick days
- No work on your birthday
- Health, dental, and vision Insurance (including a $0 option)
- 401(k) with matching, and no waiting period
- Equity
- Life insurance
- Generous parental paid leave
- Wellness reimbursement of $300/year
- Remote worker reimbursement of $300/year
- Professional development reimbursement
- Competitive pay
- An award-winning culture
Change doesn't happen overnight, and the same goes for us here at CertifID. We PROGRESS collectively and individually as we grow, abiding by our core values. Protect the Customer, Raise the Bar, Operate with Urgency, Grow with Grit, Ride the Wave, Enthusiasm Spreads, Stay Connected, Send It.
