Customer Support Specialist

Description

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.

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.

• 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.

• 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.

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.