Customer Support Specialist - Veryfi, Inc.

With the product scale, Veryfi is looking for a Customer Support Specialist. In this role, you"ll be our customers" first point of contact, responsible for delivering an excellent customer support experience. Veryfi provides an OCR API service, specializing in expense management software and data extraction.

Job Requirement:

• Excellent English

• 2+ years of experience in a similar position

• Remote work

• Ability to work flexible hours overlapping with EU/US time zones

Responsibilities:

As a Customer Support Specialist at Veryfi, you will play a critical role in ensuring our customers have a seamless experience while using our OCR API service. Your responsibilities will include:

• Responding to customer queries in a timely and accurate manner via live chat or email.

• Identifying customer needs and assisting them in using specific product features.

• Analyzing and reporting product malfunctions, including testing various scenarios and impersonating users to replicate issues.

• Escalating technical issues to the appropriate team and working closely with them to ensure timely resolution.

• Collaborating with the sales and success teams to prioritize customer queries and address their concerns effectively.

• Engaging with the product and technical teams to discuss technical issues, suggest product enhancements, and share valuable insights gathered from customers.

• Testing new features and improvements and providing constructive feedback to the respective teams.

• Informing customers about new product features and functionalities.

• Keeping the FAQ section updated with the latest information.

• Working closely with 3rd party service providers to resolve integration-related issues.

• Following up with customers to ensure their technical issues and questions are satisfactorily resolved.

• Monitoring customer complaints on social media and reaching out to provide assistance and resolution.

• Sharing feature requests and effective workarounds with team members.

• Gathering customer feedback and sharing it with our Product, Sales, and Marketing teams.

• Establishing and maintaining support metrics and reporting on performance.

Requirements and Skills:

To be successful in this role, you should possess the following:

• Excellent communication skills.

• Competent technical knowledge and computer literacy.

• Ability to multitask effectively and pay attention to detail.

• A proactive approach to providing customer support.

• 2+ years of experience as a Customer Support Specialist or in a similar customer support role.

• Familiarity with the Veryfi industry, specifically expense management software and data extraction, is a plus.

• Experience using help desk software and remote support tools (jira, hubspot, calendly, Intercom, Slack, Teams).

• Understanding of how CRM (Customer Relationship Management) systems work.

If you are a customer-focused individual with a passion for ensuring exceptional customer experiences, and you meet the above requirements, we encourage you to apply for this position and join the Veryfi team in providing top-notch support to our customers.

Equal opportunity employer

Veryfi is committed to building a diverse and inclusive team. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws. If you're the best person for the job, we want you on board!

Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment for qualified applicants with criminal histories in a manner consistent with the requirements of this law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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