Member Support Representative III - Support

Member Support Representative III - Support

Tampa, Florida, United States

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me's technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to "No Identity Left Behind" to enable all people to have a secure digital identity.

Role Overview

As a Member Support Representative III - Support, you will play a crucial role in ensuring the security and accuracy of our member experience process. You'll assist members via emails, chat, phone and video calls guiding them through verification steps and resolving any technical issues. You'll also support account recovery, troubleshoot login issues, and ensure access-related concerns are addressed promptly. Your role will involve verifying credentials, troubleshooting technical problems, and ensuring all security protocols are followed to maintain account integrity.

This opportunity is located onsite at ID.me's office in Tampa, Florida. This is a full-time opportunity and cannot be performed remotely.

Schedule: WednesdaySaturday, 9:30 p.m. 8:00 a.m. This is a four-day, 10-hour shift schedule.

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 in order to achieve desired goals
• Adhere to the companies 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

Required Education and Experience

• High school diploma or equivalent required
• Minimum 2 years of experience in customer support role preferably in a contact center environment
• Minimum 1 year of experience using Mac and/PC platforms for daily operations

Skills & Competencies

• Ability and willingness to work in-office five days per week
• 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 when there are 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

What We Offer

• Full-Time Hours: 40 hours per week schedule, with overtime opportunities!
• Competitive salary and benefits package
  • Shift differential for nights and overnights
  • Medical, Dental, and Vision Insurance
  • Eligible for 15 days of accrued Paid Time Off annually
• Paid training and ongoing professional development