Member Support Representative III - Support
About The Position
As a Member Support Representative III - Support, you will play a crucial role in ensuring the security and accuracy of our member experience process. You'll assist members via emails, chat, phone and video calls guiding them through verification steps and resolving any technical issues. You'll also support account recovery, troubleshoot login issues, and ensure access-related concerns are addressed promptly. Your role will involve verifying credentials, troubleshooting technical problems, and ensuring all security protocols are followed to maintain account integrity. This opportunity is located onsite at ID.me's headquarters in Tampa, Florida. This is a full time opportunity and is not able to be done remotely.
Requirements
- High school diploma or equivalent required
- Minimum 2 years of experience in customer support role preferably in a contact center environment
- Minimum 1 year of experience using Mac and/PC platforms for daily operations
- Ability and willingness to work in-office five days per week
- Excellent written and verbal communication skills
- Excellent interpersonal skills and capable of de-escalating conflict
- Consistently demonstrates punctuality and reliability in attendance
- Proficiency in using video conferencing software like Zoom
- Proficiency in using Google Suite
- Proficiency in using ticketing software like Zendesk
- Ability to handle sensitive information with confidentiality
- Ability to thrive in a fast-paced environment when there are changing priorities
- Ability to be a team player with a strong, self-managing work ethic
- Ability to be a self-starter with a passion for learning and continuous improvement
Responsibilities
- Handle inbound communication through a blended queue of phone, video, email and chat to assist members along their identity verification journey
- Guide members through the verification process, explaining requirements and troubleshooting any issues
- Maintain a high level of professionalism and empathy while addressing member inquiries and concerns
- Document interactions accurately to ensure all information is up-to-date and compliant with privacy regulations
- Meet and exceed performance metrics, including response times and customer satisfaction scores
- Embrace and implement the tactics and techniques provided by leadership during coaching/ training sessions in order to achieve desired goals
- Adhere to the companies Quality Assurance program and the associated policies
- Collaborate with team leads and management to enhance the verification process
- Stay updated on company policies, procedures, and industry regulations
Benefits
- Full-Time Hours: 40 hours per week schedule, with overtime opportunities!
- Competitive salary and benefits package
- Shift differential for nights and overnights
- Medical, Dental, and Vision Insurance
- Eligible for 15 days of accrued Paid Time Off annually
- Paid training and ongoing professional development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Publishing Industries
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
