What are the responsibilities and job description for the Customer Support Representative position at ID.me?
Company Description
PLEASE APPLY DIRECTLY TO OUR JOB BOARD HERE IF INTERESTED: https://boards.greenhouse.io/idme/jobs/4202047003
ID.me is a venture backed company in hyper-growth. We are adding about a new million users per month with more than 30,000 new users signing up per day. We have had negligible business customer churn since inception, and we almost always significantly upsell and cross-sell accounts after establishing a relationship.
Job Description
PLEASE APPLY DIRECTLY TO OUR JOB BOARD HERE IF INTERESTED: https://boards.greenhouse.io/idme/jobs/4202047003
Overview
ID.me is seeking Member Support Representatives to provide mission-critical identity verification support to our users. Our Member Support organization is comprised of multiple units covering a breadth of technical, video, and email-related support.
We are looking for candidates who are passionate about customer service, take identity security seriously, and who want to join a thriving, fast growing startup where there are multiple opportunities for upward mobility.
Responsibilities
- Provide timely, accurate, and efficient service to our customers via email and/or video chat
- Verify member identification and follow verification procedures
- Work with other members to troubleshoot verification issues and provide a working solution
- Assist in documentation and playbook updates as necessary
Qualifications
- Previous experience in customer service based role
- Intermediate to advanced computer skills including proficiency and multi-tasking abilities with browsers, search engines, and operating systems
- Excellent written, verbal, and interpersonal skills
- Ability to execute multiple tasks simultaneously in a fast-paced, high-volume work environment
- Passion for delivering excellent customer service experiences
- Strong initiative, can-do attitude, and work ethic
- Excellent time management skills and attention to detail
- Flexibility to work nights, weekends, and holidays as needed
- Willingness and ability to train in-person at our Tyson's Corner office
Additional Information
Vision: To be the world's leading digital identity network empowering people to control their own information and to prove their credentials across all channels: online, call center, and in-person.
Mission: To make the world a more trusted place by delivering the highest level of security with the least amount of friction at the lowest possible cost.
People: We have an audacious mission. We aim to fix the identity layer of the internet. Billions of people will live better lives with more trust and convenience thanks to ID.me. We are like Special Forces. We take on the most difficult challenges with amazing teammates.
ID.me Core Values: *Don't be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion. *Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Communicate like a scientist. *Be truthful (even when it's hard). *Reflect ID.me's values in your actions. *Act like an owner.
ID.me Career Site & Culture Deck: https://www.id.me/careers
ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.
Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.
ID.me participates in E-Verify.
