Customer Service Desk Analyst (f/m/d)
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.
Role & Responsibilities
- 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
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
We Offer
- Health & Wellbeing: Use your full access to Nilo.Health, including 1on1 sessions
- We value personal and professional development: make full use ot the training Platform Udemy!
- A supportive feedback-based culture where respect and integrity guide us in what we do
- We make your remote work comfy: we provide support on equipment and offer flexible working hours; we help you collaborate and connect with your colleagues both locally and remotely
- paid special leave days
- workation possibilities
- specific, locational benefits
IDnow applies the principles of non-discrimination and equality: We strive to establish, maintain, and promote an open and inclusive recruitment process and working environment by respecting the principles of equal opportunities. Including but not limited to: sex, race or ethnic origin, religion or convictions, gender identity, citizenship, marital status, disability, age, or sexual orientation.
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