Customer Support Specialist
ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online. The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button. ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.
ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person. ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.
ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist. In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.
We are seeking a highly motivated and customer-focused individual to join our dynamic team as a Customer Support Agent specializing in Software as a Service (SaaS). The successful candidate will play a crucial role in ensuring exceptional customer experiences by providing timely and effective support for our SaaS products. If you are passionate about technology, possess excellent communication skills, and enjoy solving customer issues, we encourage you to apply.
- Customer Interaction:
- Interact with customers via multiple channels (email, chat, and phone) to address inquiries, resolve issues, and provide guidance on the usage of our SaaS products.
- Product Knowledge:
- Develop a deep understanding of our SaaS products, features, and functionalities to effectively assist customers and provide accurate information.
- Diagnose and troubleshoot technical issues reported by customers, providing step-by-step guidance and solutions in a clear and understandable manner.
- Document customer interactions, issues, and resolutions in our customer support system, contributing to the knowledge base for continuous improvement.
- Collaborate with cross-functional teams, including development and product management, to escalate and resolve complex technical issues.
- Customer Education:
- Educate customers on best practices, new features, and updates to optimize their use of our SaaS products.
- Issue Escalation:
- Escalate critical issues promptly to higher support tiers or relevant departments, ensuring timely resolution and customer satisfaction.
- Feedback Collection:
- Gather customer feedback and insights to share with the product development team, contributing to continuous improvement and product enhancement.
- Process Improvement:
- Contribute to the development and improvement of customer support processes, ensuring efficiency and effectiveness in service delivery.
- Adherence to Policies:
- Follow established company policies and procedures to maintain a high level of professionalism and compliance.
- Bachelor's degree in a related field or equivalent work experience.
- Proven experience in a customer support or service role, preferably in the SaaS industry.
- Strong technical aptitude and the ability to troubleshoot software-related issues.
- Excellent communication skills, both written and verbal.
- Familiarity with customer support software and ticketing systems.
- Ability to work in a fast-paced environment and handle multiple priorities.
The annual base salary listed below for this role is based on experience, skills, education, relevant training and geographic location. Company bonus, incentive for sales roles, equity, and benefits are available depending on the role.
ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.
The above represents the anticipated total rewards package for this job requisition. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors.
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.
ID.me participates in E-Verify.