Position Summary:

Reporting to the Senior Manager, Service Delivery, we are looking for a Customer Experience Specialist within the Customer Success department. This is a customer-driven role where you will work collaboratively with Trulioo Revenue teams and customers, working with a diverse set of subject matter experts as well as leading and executing project deliverables. This is a full-time position in our Dublin, Ireland office, walking distance from shops, restaurants, and public transport.

Primary Duties and Responsibilities:

• Provide in-depth technical support and services to our customers including Enterprise level engagements
• Provide an exceptional customer service experience to ensure that Trulioo maintains our position as the leading trusted partner in Identity Verification
• The ability to think critically, troubleshoot proactively, and solve complex customer problems
• Familiar with carrying out root cause analysis on customer issues and making changes based on these results in conjunction with Senior Management
• Collect, diagnose and summarize application issues and escalate to relevant stakeholders internally including; Product, Engineering, Vendor Management, and Dev Ops
• Training and Education - supporting our clients in their usage of Trulioo's suite of products and working with outsource providers to ensure consistency of customer experience
• Contribute to Support Knowledge Base Articles and FAQs
• Contribute to customer success initiatives when needed
• Performs client due diligence on new and existing accounts to ensure all accounts are in accordance with the Compliance policies and procedure
• Conducts regular audits on existing accounts for quality assurance

Key Technical Skills:

• Demonstrated experience managing customer-facing technical support issues and incidents, on API platforms and troubleshooting JSON
• Familiarity with RESTful tools (Postman) and writing, modifying, and reviewing SQL queries is a distinct advantage
• Strong aptitude with and ability to learn new technologies quickly
• Available to work flexible hours/shifts, including on-call during evenings, weekends and statutory holidays
• Written and verbal fluency in English is required, other language is an advantage
• Meticulous attention to detail
• Capability to excel in a data-driven, metrics-oriented environment
• 6+ years of experience in customer facing roles in a technical setting
• Experience working with Enterprise customers
• Experience with organization and project management tools such as Jira, Confluence, GSuite, etc. is required

• Post-Secondary Degree or combination of desired experience and education
• Must have a minimum of 6 years experience in a customer-facing role
• Experience supporting users on a Saa S platform using API and JSON results
• Startup experience desirable