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Product Support Specialist

4 months ago

Atlanta, United States Evident ID Full time

The world's largest organizations rely on Evident to help them protect their business and brand from third-party risk. Our game-changing technology - which enables the secure exchange of risk data like proof of insurance, identity, business registration, and other information - helps our customers verify that their partners have all of the required credentials to do business.

In today's new remote-first, ever-changing regulatory environment, our secure, privacy-first enterprise platform, accessible via web portal or API, provides a highly scalable and configurable solution to manage communications, storage, decisioning, and ongoing monitoring of credentials.

Evident is a VC-backed technology startup, headquartered in Atlanta, GA. Learn more at evidentid.com.

We are looking for a candidate to join our team as a Product Support Specialist. As a customer-centric organization, our goal is to deliver a world-class customer experience at each stage of the customer journey to increase customer satisfaction, loyalty, and retention. Evident's Product Support Specialists are responsible for supporting our rapidly growing customer base by helping resolve technical product issues. Accountability in this role is focused on the successful resolutions with our customers. This position serves as the customer's technical point of contact for Evident's platform and works to address multiple issues strategically.

Candidates must be based in the US, preferably in the greater Atlanta area.

Responsibilities

    • Act as an initial and escalation point of contact for clients, handling support cases via ticket and email submission
    • Communicate issues in a manner that is easily understood by both technical and non-technical stakeholders (Internal and External)
    • Identify and proactively address high-level trends, triaging competing demands to ensure the right items get worked on at the right time
    • Maintain and build client trust
    • Work cross-functionally with Customer Success Managers and Product Managers
    • Identify and implement solutions for working more efficiently
    • Update the company knowledge base with tips and brief documents
Requirements
    • Bachelor's Degree
    • 3+ years of experience working in a customer-facing role such as Support, Customer Success, or Implementation for a SaaS company
    • Strong desire to be in a Customer-facing role with professional phone skills, a proactive mindset, and the ability to articulate problems effectively
    • Strong analytical and problem-solving skills
    • You are comfortable in a startup environment where processes may change and new ideas are encouraged
    • Highly motivated, independent worker with a bias for action and a strong comfort level in embarking on unfamiliar tasks; must be a quick learner
    • Fluent English speaker
    • Experience or desire to learn technologies such as SQL, Python is a plus
    • Experience in the Insurance Industry is a plus


Why Evident?

•Our team solves a crucial problem with huge business potential together, and we are able to see exactly how our contribution affects customers

•Competitive pay package, including base pay and stock options

•Full medical, dental, vision benefits and 401K

•Unlimited PTO

•Paid parental leave to support you and your family

•Home internet stipend, virtual events, & more

•Recently named one of Atlanta's Coolest Companies & 50 on Fire by Atlanta Inno

•Recently named one of the Top 10 Fastest Growing Companies in Atlanta & one of the Best Places to Work in Atlanta by Atlanta Business Chronicle