Customer Support Specialist

Description

Our Company:

At IDI, we deliver innovative identity intelligence solutions. Our proprietary technologies and advanced analytical capabilities empower organizations to operate with confidence, providing real-time identification and location of individuals, businesses, assets, and their interrelationships. With a focus on identity verification, risk mitigation, due diligence, fraud detection and prevention, regulatory compliance, and customer acquisition, our intelligent platform, CORE, caters to organizations of all sizes, transforming data into intelligence for frictionless commerce, safety, and reduced fraud.

The Role:

IDI is seeking a motivated and detail-oriented Customer Support Specialist to join our growing team. This is an excellent opportunity for someone early in their career who enjoys helping others, solving problems, and thriving in a fast-paced environment. As a frontline representative of IDI, the Customer Support Specialist plays a critical role in delivering an exceptional customer experience. This position is dedicated solely to customer support and does not include sales or billing responsibilities.

What You Will Do:

* Answer inbound customer phone calls in a professional, friendly, and solutions-oriented manner.

* Respond promptly to customer emails and support cases through our CRM system.

* Guide customers through the idiCORE platform and assist with product-related questions.

* Provide basic troubleshooting support and appropriately escalate more complex issues.

* Accurately document all customer interactions and case details in Salesforce.

* Follow up with customers to ensure timely and complete issue resolution.

* Meet established response time and service level expectations.

* Collaborate cross-functionally with internal teams to resolve customer concerns efficiently.

* Stay current on product enhancements and platform updates to better support customers.

* Perform other related duties as assigned.

What You Bring:

* 1-2 years of customer service or support experience preferred; call center experience is a plus.

* Strong verbal and written communication skills.

* Comfortable managing a high volume of inbound calls daily.

* A friendly, patient, and customer-focused approach.

* Strong organizational skills with keen attention to detail.

* Ability to multitask and prioritize effectively in a fast-paced environment.

* Team-oriented mindset with the ability to work collaboratively.

* Proficiency with Microsoft Office and Outlook.

* Experience with Salesforce or other CRM systems is a plus but not required.

* Applicants must have permanent work authorization in the U.S.; we are not sponsoring visas for this role.

What We Offer:

IDI offers excellent benefits including, a 401K and generous company match, flexible PTO policy, medical, dental and vision coverage, commuter benefits, in-office healthy snacks, team events and more.

IDI is proud to be an equal opportunity employer.