Customer Support Specialist

About the team: 

Our Technical Support team plays a vital role in ensuring the success of our customers by troubleshooting and resolving product issues related to the Sift digital trust and safety platform. This team is also responsible for assisting customers with billing and data privacy-related requests

What we’re looking for: 

As a member of our Technical Support team, the Customer Support Specialist is a dedicated problem solver who possesses the ability to master the Sift product suite, conduct in-depth research and troubleshooting, and communicate professionally and effectively with each customer to resolve their issues.

What you’ll do:

• Provide technical support to worldwide customers.

• Troubleshoot Incidents: Investigate and resolve product-related incidents to full resolution or escalate them through appropriate channels when necessary.

• Incident Queue Management: Maintain an individual incident queue, ensuring timely and accurate updates and communications with both customers and internal resources.

• Customer Engagement: Answer customer inquiries, engage in discussions with customers on Sifters (our online customer community), and assist them in finding solutions to their challenges.

• Knowledge Base Articles: Contribute to the development of customer-facing knowledge base articles to empower customers with self-help resources.

What would make you a strong fit:

• Experience: 2-5 years of experience in technical troubleshooting of a business application, preferably supporting a software as a service (SaaS) platform preferred.

• Global Customer Interaction: Experience working directly with customers on a global scale, demonstrating your ability to address diverse customer needs.

• Positive Attitude: Possess an energetic, enthusiastic, and "can do" attitude, with a passion for solving problems and delivering exceptional customer service.

• Detail-oriented: Be highly detail-oriented, ensuring that all customer issues are thoroughly investigated and resolved.

• Customer-centric: Have a genuine passion for helping customers and a commitment to ensuring their success.

Location:

This is a hybrid role based at our office in Raleigh, North Carolina.

Benefits and Perks:

• Competitive total compensation package

• 401k plan

• Medical, dental and vision coverage

• Wellness reimbursement

• Education reimbursement

A little about us:

Sift is the AI-powered fraud platform securing digital trust for leading global businesses. Our deep investments in machine learning and user identity, a data network scoring 1 trillion events per year, and a commitment to long-term customer success empower more than 700 customers to grow fearlessly. Brands including DoorDash, Yelp, and Poshmark rely on Sift to unlock growth and deliver seamless consumer experiences. Visit us at sift.com and follow us on LinkedIn.