ID.me

Member Support Associate (Sunday - Thursday, 3:30pm - 12 am shift)

US-VA-McLean
Member Support

Overview

ID.me is looking for a Member Support Associate that will be responsible for executing ID.me’s member verification procedures and providing technical support. This includes responding to member verification questions and feedback via phone, e-mail, and live chat and troubleshooting and troubleshooting issues related to member verification. We're looking for a team player but someone who is able to operate independently, demonstrate initiative and has a keen understanding of customer support / operations management techniques and best practices.

 

This position requires the ability to work the following schedule: Sunday through Thursday from 3:30pm to Midnight.

 

Responsibilities

  • Provide timely, accurate, and efficient service to our customers via telephone, email, and live chat.
  • Verify member identification and follow verification procedures
  • Work with members to troubleshoot verification issues and provide a working solution.
  • Other tasks as assigned.

Qualifications

  • 6+ months in a technical customer service position or call center.
  • Intermediate to advanced computer skills; including proficiency with internet and search engines, operating systems, and browsers; effective manipulation of multiple screens simultaneously.
  • Demonstrate excellent written, verbal & interpersonal skills.
  • Projects a competent, enthusiastic, and empathetic demeanor with customers.
  • Strong interpersonal and communication skills, both spoken and written.
  • Ability to execute multiple tasks simultaneously in a fast-paced, high-volume work environment.
  • Flexibility to quickly adapt within to changing business needs and processes.
  • A passion for delivering an excellent customer experience.
  • Flexibility and reliability to work nights, weekends, and holidays as needed.
  • Must possess positive “can-do” attitude and strong work ethic.
  • Strong initiative, drive to succeed, and time management skills
  • Military experience is a plus, especially those with a personnel management MOS/rating/designator.
  • Excellent attention to detail, spelling, and multi-tasking abilities.
  • Outgoing, energized, and the ability to build great customer relationships.

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