Member Support Representative III - Support at ID.me

Tampa, Florida, United States

Apply Now

Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Digital Identity, Government, HealthcareIndustries

Requirements

High school diploma or equivalent
Minimum 2 years of experience in customer support role, preferably in a contact center environment
Minimum 1 year of experience using Mac and/or PC platforms for daily operations
Ability and willingness to work in-office five days per week (onsite in Tampa, Florida; not remote)
Excellent written and verbal communication skills
Excellent interpersonal skills and capable of de-escalating conflict
Consistently demonstrates punctuality and reliability in attendance
Proficiency in using video conferencing software like Zoom
Proficiency in using Google Suite
Proficiency in using ticketing software like Zendesk
Ability to handle sensitive information with confidentiality
Ability to thrive in a fast-paced environment with changing priorities
Ability to be a team player with a strong, self-managing work ethic
Ability to be a self-starter with a passion for learning and continuous improvement

Responsibilities

Handle inbound communication through a blended queue of phone, video, email, and chat to assist members along their identity verification journey
Guide members through the verification process, explaining requirements and troubleshooting any issues
Maintain a high level of professionalism and empathy while addressing member inquiries and concerns
Document interactions accurately to ensure all information is up-to-date and compliant with privacy regulations
Meet and exceed performance metrics, including response times and customer satisfaction scores
Embrace and implement the tactics and techniques provided by leadership during coaching/training sessions to achieve desired goals
Adhere to the company's Quality Assurance program and the associated policies
Collaborate with team leads and management to enhance the verification process
Stay updated on company policies, procedures, and industry regulations

Skills

Key technologies and capabilities for this role

Customer SupportIdentity VerificationTroubleshootingPhone SupportChat SupportEmail SupportVideo CallsAccount RecoveryTechnical SupportSecurity Protocols

Questions & Answers

Common questions about this position

Is this position remote or onsite?

This is an onsite position at ID.me’s headquarters in Tampa, Florida, and it is not able to be done remotely.

What experience is required for this role?

A high school diploma or equivalent is required, along with a minimum of 2 years of experience in a customer support role preferably in a contact center environment, and at least 1 year of experience using Mac and PC platforms.

What are the main responsibilities of this position?

Responsibilities include handling inbound communication via phone, video, email, and chat to assist members with identity verification, guiding them through the process, troubleshooting issues, documenting interactions, meeting performance metrics, and adhering to quality assurance policies.

What is the salary or compensation for this role?

This information is not specified in the job description.

What skills make a strong candidate for this position?

Strong candidates will have customer support experience in a contact center, proficiency with Mac and PC platforms, the ability to maintain professionalism and empathy, meet performance metrics, and collaborate with team leads.

ID.me

Digital identity verification for secure access

About ID.me

ID.me provides a platform for digital identity verification, allowing individuals to prove and share their identity online. Users create a verified digital identity that can be used to access various services and discounts from partner companies. This process helps businesses ensure that only eligible individuals receive specific offers, which reduces fraud and enhances security. ID.me primarily serves military personnel, first responders, students, teachers, nurses, medical professionals, and government employees, making it particularly valuable in sectors like e-commerce, healthcare, government services, and education. Unlike its competitors, ID.me focuses on building trust between businesses and customers by offering a streamlined verification process that complies with regulatory requirements. The company's goal is to simplify identity verification while providing secure access to services and discounts.

McLean, VirginiaHeadquarters

2010Year Founded

$279.5MTotal Funding

SERIES_DCompany Stage

Government & Public Sector, Cybersecurity, HealthcareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

401(k) Company Match

401(k) Retirement Plan

Parental Leave

Employee Assistance Program

Pet Insurance

Travel Assistance Program

Wellbeing and Childcare Discounts

Referral Bonus

Learning and Development Benefit

Risks

Increased competition from new digital identity startups threatens ID.me's market share.

Privacy concerns and regulatory scrutiny could impact ID.me's data handling practices.

Technical challenges in scaling video chat services may lead to customer dissatisfaction.

Differentiation

ID.me is the only provider offering video chat for identity verification.

The company serves diverse sectors, including government, retail, and healthcare.

ID.me's platform is NIST 800-63-3 IAL2/AAL2 conformant, ensuring high security standards.

Upsides

ID.me's valuation increased to $1.8 billion, showing strong investor confidence.

Partnerships with government agencies enhance ID.me's credibility and market reach.

The growing demand for digital identity verification boosts ID.me's market potential.

Land your dream remote job 3x faster with AI

Try Jobo Free