CertifID

Support Specialist

CertifID

full-time

Posted on:

Location Type: Hybrid

Location: Grand Rapids • 🇺🇸 United States

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Job Level

JuniorMid-Level

About the role

  • - Safely work through customer product tickets, calling vendors, bridge the gap of software automation, confidently drive calls to completion to build customer’s confidence and strive for 0 insurance liabilities
  • - 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
  • - Raise our database integrity daily and accurately input valid lender/servicer information to achieve higher automatic accuracy
  • - 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
  • - Work closely with sales, customer success, product, and marketing to communicate root causes for customer success or failure, and drive requirements for product enhancement and development
  • - 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
  • - Maintain and aspire to exceed team and company goals; including maintaining high levels of customer retention and customer satisfaction

Requirements

  • - Entry level opportunity, bonus if you have experience in a client facing role/internship
  • - You are an excellent teammate with a consistent record of excelling in fast-growing environments and taking initiative
  • - Growth mindset, takes risks and champion new initiatives
  • - Strong social and interpersonal skills
  • - Strong organizational skills with an ability to manage time and resources effectively
  • - Excellent communication skills, both verbal and written
  • - Ability to use strong problem-solving skills, quick-thinking, and use of independent judgment when making decisions that have an impact on customers
Benefits
  • - 20 days PTO + 5 Paid Sick Leave + No work on your birthday
  • - Volunteer Hours
  • - Equity
  • - Wellness Benefit
  • - Generous family leave policy
  • - Hybrid work environment
  • - Health, Dental and Vision Insurance
  • - 401k with matching
  • - Life Insurance
  • - We believe that company culture is the best predictor of success. Learn more about CertifID’s culture here

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
database integritysoftware automationdebuggingdata analyticscustomer supportprocess improvementproblem-solvingtime managementcustomer retentioncustomer satisfaction
Soft skills
interpersonal skillsorganizational skillscommunication skillsteamworkinitiativegrowth mindsetquick-thinkingindependent judgmentrelationship buildingcustomer focus