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Customer Support Specialist at Signifyd
Belfast, GB
At Signifyd we’re creating a new market. We’re constantly improving and expanding the technology that has changed what fraud protection for e-commerce looks like. So we don’t have time for office politics. We understand that different people have different work styles and we thrive on variety while learning from each other. We’re all Signifyers, so we know that what needs to get done will get done.
 
Signifyd is a place where no one is going to tell you how to do your job. If you want help, you'll get it — from all quarters. But we pretty much figure out what needs to be done, who's in the best position to do it and then let that person roll-up her or his sleeves and have at it. We're protecting retailers from online fraud in a way that's never been done before and we could use your help if you're someone:
 
- Who believes challenges are best overcome by thinking differently.
- Who knows his or her role, but isn’t confined by it.
- Who’s greatest satisfaction comes from helping customers succeed and achieve their dreams.
- Who isn’t afraid to disagree, convincingly, civilly and honestly.
- Who will stop and hold the door for a colleague, even if you’re running late.
 
Oh, and a few particulars for this role:
 
Do you enjoy solving problems and helping people? Are you looking to join a mature but high growth startup that will give you industry training, exposure to cutting edge technology and world-class customers? If so, join the Customer Success team at Signifyd!
 
As a Customer Support Specialist, you will be instrumental to the success of Signifyd as a whole. If you are not already, you will become an integration, onboarding and ongoing customer support specialist, as well as a fraud-fighting expert, in no time.
In this role, you will learn the ins and outs of Signifyd’s technology and how it integrates with some of the world’s top eCommerce platforms. You will partner directly with Signifyd’s customers to resolve unique inquires and technical issues. If you are a natural-born troubleshooter, have strong written and verbal communication skills, and can exhibit creativity and thoughtfulness in your responses to customers in order to drive issues to resolution, you will excel in this position.

Responsibilities

    • Via phone and email, help customers troubleshoot issues that they encounter while using Signifyd’s platform and provide actionable tips to successfully resolve the problem
    • Guide customers through the integration and onboarding process
    • Escalate unresolved customer issues to the appropriate cross-functional teams (Support, Billing, Claims, Chargebacks, Implementations, Client Services, Engineering)Research and troubleshoot customer inquiries using the appropriate technology and resources
    • Perform in-depth analysis of customers usage of Signifyd’s platform and product via internal tools

Requirements

    • 2 years of customer contact experience in either high-tech retail, sales, financial SaaS industry, or in a call center environment
    • 2 years frequent (e.g., daily) communications with clients via telephone, email and/or face-to-face
    • Proven ability to prioritize and multitask
    • Drive towards and ownership over solving problems fully and completely
    • Highly effective organizational and time management skills
    • Strong communication skills, both written and verbal
    • High School diploma or equivalent
    • Ability to work on call 1 weekend day per month and some mornings for supplemental compensation
    • Ability to work some holiday shifts
    • Starting shift schedule 2 PM to 11 PM GMT with 1 hour meal break, flexibility to work from office or home
    • Bachelor’s degree highly desired
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