Experienced Customer Support Specialist for AI-Powered Identity Verification Solutions - Remote

Join the Future of Digital Identity Verification

Microblink, a pioneering AI company specializing in computer vision technology, is seeking an exceptional Customer Support Specialist to join our dynamic team. As a leader in the industry, we're dedicated to creating a secure 'no-fake-zone' for digital identity verification, one verification at a time. With our innovative products and tools, we're making a significant impact, processing over 800 million identity documents in more than 70 countries worldwide.

About the Role

As a Customer Support Specialist, you will be the primary point of contact for our customers, playing a vital role in shaping our brand reputation and loyalty. Your expertise will not only resolve customer issues efficiently but also provide invaluable feedback on product performance and customer needs, driving product improvement and innovation. By joining our team, you'll be an integral part of our mission to deliver exceptional customer experiences and contribute to the company's overall success.

Key Responsibilities:

• Provide top-notch customer support by responding to technical and non-technical inquiries, ensuring timely and effective issue resolution.
• Collaborate with the Revenue and P&E department to identify and fix issues, bugs, and areas for improvement.
• Coordinate incoming inquiries that fall outside the scope of customer support to relevant departments, ensuring seamless issue resolution.
• Participate in calls and meetings with customers to facilitate the usage of Microblink products, promoting a deep understanding of our solutions.
• Analyze and reflect on the customer support process to identify opportunities for improvement, implementing changes to enhance the customer journey.
• Monitor and adopt best practices and trends in customer support to improve user satisfaction rates and overall customer experience.
• Create and maintain a comprehensive customer support knowledge base, ensuring easy access to information and resources.
• Track public channels (e.g., Github, Stack Overflow) and respond to or coordinate queries related to Microblink products, demonstrating expertise and thought leadership.
• Independently generate license keys using internal tools, ensuring efficient product delivery and customer satisfaction.
• Participate in passive phone support outside working hours and over weekends, in coordination with the team, to ensure continuous customer support.

Essential Qualifications and Skills

To succeed in this role, you'll need:

• A minimum of 2+ years of experience in customer support, preferably in a product-based company or the ICT industry.
• A basic understanding of mobile and/or web application development, with a willingness to learn and expand your technical knowledge.
• A strong customer-centric approach and mindset, with a passion for delivering exceptional customer experiences.
• Excellent analytical thinking and problem-solving skills, with the ability to prioritize and escalate issues effectively.
• Outstanding command of spoken and written English, with the ability to communicate complex ideas clearly and concisely.
• Flexibility to work varied hours and availability for stand-by shifts, ensuring continuous customer support.
• A team-oriented mindset with the ability to work independently, demonstrating self-motivation and discipline.

Preferred Qualifications:

• Experience working in the ICT industry, preferably with a product-based company.
• Familiarity with web development technologies (e.g., Javascript/Typescript).
• Experience with tools such as Docker platform and Postman.
• Knowledge of Salesforce Service Cloud and Jira or other proprietary issue-tracking products.
• Basic programming skills, with a willingness to learn and expand your technical expertise.

What You'll Gain

By joining Microblink, you'll enjoy:

• Equity participation, allowing you to grow with the company and share in its success.
• Unlimited PTO, providing the flexibility to maintain a healthy work-life balance.
• Flexible work arrangements, enabling you to work from anywhere and adjust your schedule to suit your needs.
• A budget for tech equipment of your choice, ensuring you stay up-to-date with the latest technology.
• A comprehensive support system for parents, including financial support during parental leave and flexible work arrangements.
• Plenty of opportunities for learning and development, with a challenging working environment that fosters growth and innovation.
• The chance to work on extraordinary and future-oriented digital identity products, making a significant impact on a global scale.

Our Culture and Values

At Microblink, we nurture a culture that recognizes and rewards success, while embracing experimentation, learning from mistakes, and continuous improvement. We're committed to diversity and inclusion, ensuring equal opportunities for all employees, regardless of their background, culture, or identity.

How to Join Us

If you're excited about this opportunity and believe you have the skills and passion to make a difference, don't hesitate to apply. We're looking for talented individuals who share our vision and values, and we're committed to making a hiring decision based solely on qualifications, merit, and business needs.

As an equal opportunity employer, Microblink is dedicated to diversity and inclusion in the workplace. We prohibit discrimination of any kind and are committed to creating a work environment that is welcoming and inclusive for all employees.

For more information on our privacy policy and how we process personal data, please visit https://microblink.com/privacy-policy/ or contact our Data Protection Officer at [email protected].

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