Implementation Consultant working with the commercial team configuring the Vuelio platform for client requirements. Requires project management skills and customer support experience to ensure successful implementations.
About the role
- Junior Implementation Specialist providing technical support and services to mid-market and Enterprise customers. Collaborating within Trulioo's Customer Success department to enhance identity verification processes.
Responsibilities
- Provide technical support and implementation services to our mid-market and Enterprise customers in a timely manner
- Provide an exceptional customer service experience to ensure Trulioo maintains its position as the leading trusted expert in Identity Verification
- Achieve high customer satisfaction by effectively and proactively troubleshooting and correcting any issues
- Configure and troubleshoot Trulioo products and services with exceptional attention to detail and adherence to our SLAs
- Respond to all internal and external stakeholder questions and concerns with a high level of professionalism
- Collaborate with other departments, including Vendor Management and Datasource Monitoring teams, in order to resolve issues
- Contribute to customer success initiatives when needed
- Perform client due diligence on new and existing accounts to ensure all accounts are in accordance with the Compliance policies and procedures
- Conduct regular audits on existing accounts for quality assurance
Requirements
- Post-Secondary Degree or a combination of desired experience and education
- Must have a minimum of 2-5 years of experience in a customer-facing role
- Experience supporting users on a SaaS platform using APIs
- Startup experience
- Ability to think critically, troubleshoot proactively, and solve complex problems
- Capability to excel in a data-driven, metrics-oriented environment
- Strong aptitude with an ability to learn new technologies quickly
- Strong customer service orientation with excellent listening, verbal, and written communication skills
- Strong problem-solving skills with the ability to effectively prioritize and execute tasks while under pressure
- Meticulous attention to detail
- Mastery of Office Suite (MS or Google), in particular with MS Excel
- Written and verbal English & Mandarin proficiency
Benefits
- Comprehensive Benefits: We provide a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education & training stipend (equivalent to $1,000 in local currency).
- Flexible Hybrid Working Environment: Our offices are designed to support both collaboration and flexibility. Enjoy weekly lunches, quality coffee, and regular social events.
- Wellness: We care about your well-being. Team members have access to wellness workshops and events, as well as a complimentary Headspace subscription.
- Employee Resource Groups: Belonging is an important part of doing your best work.
Job title
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