Support Specialist

Cybercrime is rising, reaching record highs in 2023. According to the FBI's IC3 report total losses exceeded $12 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 in 2023. 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 A 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, 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 up 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 right team

- Maintain a speedy response time and happy customer rating, taking pride in achieving high service level stands with a continual focus on process improvement

- Develop and foster relationships with customers by providing functional and technical support for products

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

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

- Leverage data, analytics, and various tools across all customers to determine high impact plans of action that deliver high customer value and drive revenue growth for customers

- 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 will usually have at least 2 years of support experience, preferably in a generalist or technical support position at a SaaS company

- Familiarity with ZenDesk or equivalent 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

- 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 organizational skills with an ability to manage time and resources effectively

- Excellent communication skills, both verbal and written

Benefits: 

- Health, dental, and vision Insurance

- 401k with matching and no waiting period

- Company Equity

- Wellness reimbursement of $300/year

- Life insurance

- Parental leave

- 20 vacation days

- 5 sick days

- 12 company-paid holidays

- No work on your birthday

- We believe that company culture is the best predictor of success. Learn more about CertifID’s culture here

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.