Support Specialist

🕒 April 30

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CertifID

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2017

💳 Fintech

🏠 Real Estate

🔒 Cybersecurity

💰 $12.5M Series A on 2022-05

Fintech • Real Estate • Cybersecurity

CertifID is a technology company that specializes in protecting against wire fraud, particularly in real estate transactions. Their platform offers solutions for verifying identities and validating bank details, protecting real estate agents, law firms, title agents, and home buyers/sellers from fraud. With services like fraud recovery and wire fraud insurance, CertifID ensures transactions are secure. The company partners with title companies and law firms to enhance the standard of care for clients, providing a robust insurance coverage to protect client funds. CertifID is highly rated for wire fraud protection, with user-friendly software that quickly and effectively prevents fraudulent transactions.

📋 Description

• Handle inbound support inquiries via phone, email, and chat ranging from "how-to" questions to debugging • Triage requests, prioritize critical support issues, and relay information safely to the proper team • Maintain speedy response times and high customer ratings while focusing on process improvement • Develop customer relationships by providing functional and technical support • Maintain and contribute to the knowledge base • Ensure standard methodologies are used for assessing issues and providing effective solutions • Collaborate with various teams to communicate root causes affecting customer success and drive product enhancements • Aspire to exceed company goals, including customer retention and satisfaction

🎯 Requirements

• At least 2 years of support experience (not a strict requirement) • Ability to troubleshoot software-specific problems and resourcefulness in obtaining information from users • Strong problem-solving skills, quick thinking, and use of independent judgment when making decisions that impact customers • Excellent teammate with a consistent record of excelling in fast-growing environments • 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 and champion new initiatives • Strong organizational skills with the ability to manage time and resources effectively • Excellent communication skills, both verbal and written • Familiarity with Zendesk or equivalent (preferred) • Experience in technical support at a SaaS company (preferred) • Experience supporting digital payments (preferred)

🏖️ Benefits

• Health, dental, and vision Insurance (including a $0 option) • 401(k) with matching, and no waiting period • Equity • Wellness reimbursement of $300/year • Life insurance • Parental 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.