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Technical Customer Support T2
hace 2 semanas
Join Veryfi as a Support Specialist for our Y Combinator-backed platform and become the first point of contact for all technical support inquiries. This dynamic role combines customer support with technical problem-solving responsibilities. The ideal candidate will thrive in our fast-paced startup environment, demonstrate strong technical aptitude, and maintain exceptional customer service standards while managing multiple support channels. Position Overview You'll be joining a growing team where your impact will be immediately visible and your contributions will directly shape our customer experience. Requirements 3+ years of experience in technical support level 2 Strong understanding of Software products, APIs, Integrations, Frontend/Backend Proven track record in ticket management and customer communication Ability to troubleshoot/debug technical issues and provide clear, verified tickets to engineers Core Competencies Excellent written and verbal communication skills Strong organizational and time management abilities Problem-solving mindset with attention to detail Ability to work in a fast-paced environment and manage multiple priorities Customer-focused approach with empathy and patience Team player with a collaborative attitude Performance Standards Resolve L2 tickets, minimizing escalation Maintain a low ticket reopening rate Meet all SLA requirements for response times Achieve high customer satisfaction scores Complete all reporting requirements on schedule Specialization Areas Primary Focus: L1+L2 Support for Veryfi platform clients and expense management product Key Responsibilities First Response Excellence: Serve as the primary point of contact for all technical support inquiries, providing professional and timely initial responses Ticket Triage & Routing: Monitor, route, and accurately categorize incoming support requests by product, urgency, and issue type SLA Adherence: Meet strict response time requirements Queue Management: Efficiently prioritize tickets based on severity, maintain proper status updates, and ensure organized ticket workflow Customer Communication: Maintain professional, empathetic communication while setting clear expectations and providing step-by-step guidance Documentation & Knowledge Management Knowledge Base Maintenance: Keep both internal and external knowledge bases updated with new solutions and changes Documentation Creation: Document common issues, resolutions, and troubleshooting steps for team knowledge sharing Template Management: Use and maintain templated responses (macros) to improve efficiency and consistency Process Improvement: Contribute to support process improvements based on customer feedback and team insights Reporting & Analytics Performance Tracking: Monitor and report on support metrics, response times, and SLA adherence through weekly dashboard reporting Regular Reporting: Provide monthly reports on support goals achievement and performance metrics Progress Reviews: Conduct weekly escalation and blocker reports Team Collaboration Knowledge Sharing: Participate in regular support team meetings and contribute to continuous improvement initiatives Escalation Management: Effectively escalate issues to specialized teams (SDR/AE/AM/TAM) with complete context and proper handoff Cross-functional Communication: Share insights and observations with product and development teams Continuous Learning: Stay updated on product changes, updates, and industry best practices Growth Opportunities This role offers opportunities to become a subject matter expert on our Veryfi platform integrations, understand customer use cases, and contribute to the development of integration timelines. As Veryfi grows our Y Combinator-backed platform, you'll have direct access to leadership and the opportunity to shape our support processes from the ground up. Why Join Veryfi? Early-stage Impact: Your contributions will directly influence our Veryfi platform and customer experience Y Combinator Network: Access to an incredible ecosystem of startups, mentors, and investors through our Veryfi platform Growth Opportunity: Join us at an exciting stage where your role will evolve as we scale our platform Learning Environment: Work alongside experienced founders and learn the ins and outs of building a successful startup #J-18808-Ljbffr
