Veryfi · 5 months ago
Customer Support Representative
United States
Full-time
Remote
Mid Level
$20K/yr - $35K/yr
3+ years expVeryfi is a company that empowers organizations to transform unstructured data into structured data at scale. They are seeking a Support Specialist who will be the first point of contact for technical support inquiries, combining customer support excellence with technical problem-solving responsibilities.
Big DataBusiness IntelligenceComputer VisionEnterprise SoftwareFinTechInformation TechnologyIntelligent SystemsRetail TechnologySoftware
No H1B
U.S. Citizen Only
Responsibilities
Serve as the primary point of contact for all technical support inquiries, providing professional and timely initial responses
Monitor, route, and accurately categorize incoming support requests by product, urgency, and issue type
Meet strict response time requirements
Efficiently prioritize tickets based on severity, maintain proper status updates, and ensure organized ticket workflow
Maintain professional, empathetic communication while setting clear expectations and providing step-by-step guidance
Keep both internal and external knowledge bases updated with new solutions and changes
Document common issues, resolutions, and troubleshooting steps for team knowledge sharing
Use and maintain templated responses (macros) to improve efficiency and consistency
Contribute to support process improvements based on customer feedback and team insights
Monitor and report on support metrics, response times, and SLA adherence through weekly dashboard reporting
Provide monthly reports on support goals achievement and performance metrics
Conduct weekly escalation and blocker reports
Participate in regular support team meetings and contribute to continuous improvement initiatives
Effectively escalate issues to specialized teams (SDR/AE/AM/TAM) with complete context and proper handoff
Share insights and observations with product and development teams
Stay updated on product changes, updates, and industry best practices
Qualification
Required
3+ years of experience in technical support, customer service, or related field
Proven track record in ticket management and customer communication
Strong technical knowledge and aptitude for learning complex software products
Ability to troubleshoot technical issues and provide clear solutions
Experience with API support and technical integrations
Familiarity with billing systems and subscription management
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 collaborative attitude
Preferred
Experience with support tools (Intercom + AI Bots & Flows) and CRM (Hubspot) systems is a plus
Startup experience a plus!
Company
Veryfi
OCR API Platform for Real-Time Data Extraction - https://veryfi.com/api
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$12.7MKey Investors
NewView CapitalAct One Ventures
2021-04-06Series A· $12M
2017-12-05Non Equity Assistance
2017-03-20Pre Seed· $0.7M
Leadership Team
Dmitry Birulia
Co-Founder
Recent News
Company data provided by crunchbase