Customer Service Desk Analyst (f/m/d)

at  IDnow

At IDnow, we believe innovation is finding solutions to problems that don’t yet exist but are sure to impact our future. Making the connected world a safer place is and has been our vision from the very beginning.
Our identity verification SaaS solutions enable businesses to make reliable, informed decisions in an instant. We offer robust, secure and seamless solutions to protect against player fraud, identity theft or forging signatures. It is not only mandatory and reduces business loss, but it also becomes a highly competitive advantage, as customer experience and retention rates improve substantially. We help our clients to increase security, improve customer conversion, and streamline their onboarding process.
We understand that regulation and our clients’ requirements are constantly evolving, so we evolve with them. Thanks to our close relationships with industry regulators, our solutions comply with multi-jurisdictional KYC ("Know Your Customer") regulations, allowing customers to process a wide variety of identity documents, and onboard and service consumers from all around the world in different markets and countries.

EXPERIENCE & QUALIFICATION

• Previous experience, or at least awareness of data protection legislations such as GDPR, BAFIN
• Experience in customer service, support or customer facing role
• Experience in following process, working with knowledge database
• Proactive think outside the box for solutions personality, ability to identify key areas for improvement
• Excellent interpersonal, customer handling, written & verbal communication skills
• Beneficial - Any knowledge of web and mobile technologies. e.g. programming/scripting languages (Java, C/C++, Perl, Java Script), mobile operating systems (iOS, Android)
• Beneficial Experience in various support tools, e.g. Zendesk, Jira, Salesforce
• Fluent spoken and written English
• Empathy and the desire to help others with sense of urgency, ability to prioritise tasks based on business priorities
• Pragmatic problem-solving skills

• Your top concern is being the first interaction with a customer on behalf of IDnow Service Desk. This will give you the power to add great impact to the company, first impressions count! Getting the right things done at the right time, the right information to the right people and updating the customers so they remain informed
• By having a holistic view of the current situation in conjunction with a large knowledge base, be able to speed up the turn around times
• Prefilter and group incoming cases to simplify the whole follow-up processes
• Provide accurate, highly technical pre-analysis to facilitate rapid resolution or status updates to all stakeholders as required, using relevant tools and domain-specific product expertise
• Work very closely with most teams within IDnow, especially CSM and IT
• As we are growing fast, a very proactive and improvement driven mindset is absolutely mandatory. Raise your thoughts. Raise your suggestions. Raise objections. Be creative!
• Performing deep technical first analysis and issue resolution if possible