by Chris Durst Feb. 20, 2024
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ID.me, a software company that helps people to control their data through a trusted login, has posted a remote Customer Support Specialist job to their careers page.
The company is looking for people who are “passionate about technology, possess excellent communication skills, and enjoy solving customer issues.”
The pay range for this position is $75,000-$85,696 per year. The benefits package appears to be broad.
It looks like they’re hiring nationwide — No state hiring exclusions are noted in the job description.
The following is an excerpt from the job description posted by the company:
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.
Responsibilities:
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.
Troubleshooting:
- Diagnose and troubleshoot technical issues reported by customers, providing step-by-step guidance and solutions in a clear and understandable manner.
Documentation:
- Document customer interactions, issues, and resolutions in our customer support system, contributing to the knowledge base for continuous improvement.
Collaboration:
- 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.
Qualifications:
- 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.
Pay Range
- $75,000—$85,696 USD
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.
HOW TO APPLY
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