Customer Support Specialist

Company Description

Identiv stands as a global leader in digital security and identification within the Internet of Things (IoT) realm. Our comprehensive platform encompasses radio frequency identification (RFID) and near-field communication (NFC) technology, robust cybersecurity, and a full spectrum of physical access, video, and audio security solutions. Our mission encompasses ensuring seamless access and universal operations, safeguarding identities from malicious threats, protecting intellectual property, and driving innovation in the IoT landscape.

Identiv is globally trusted by a select group of partners and forward-thinking customers spanning diverse vertical markets. From airports to seaports, critical infrastructure to government agencies, hospitals to schools, startups to corporations, we provide security for the people and places that underpin our daily lives. With a strong international presence, we are at the forefront of technological advancement, shaping the future with cutting-edge innovation. Identiv's mission is to digitally secure the physical world.

At Identiv, every individual and every action holds significance. We firmly believe that the key to our success lies in having the best individuals occupying exciting, aligned, relevant, and empowered roles with clear missions, goals, and measurable outcomes.

Identiv Values

Our core values revolve around unwavering commitment to our promises, continual support, and respect for our team members in every aspect, a genuine customer-centric approach that goes beyond mere words to embody a deep passion and sense of duty, a relentless pursuit of superior, more efficient solutions that not only benefit our customers but also empower us to surpass our commitments and fulfill our mission. Above all, we emphasize the importance of smiling, finding joy, and being proud of the hard work that goes into our end results!

Position Summary

The Customer Support Specialist is responsible for delivering exceptional customer service by addressing inquiries, resolving issues, and providing information to ensure a positive customer experience. This role involves collaborating closely with sales, marketing, operations, product management, and factory teams to ensure operational excellence, customer retention, and satisfaction.

Responsibilities and Duties

• Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing information to ensure a positive customer experience.
• Act as the bridge between Sales, Customer Support, and the Factory, fostering collaboration and ensuring seamless communication.
• Support the Sales Team throughout the sales cycle, providing knowledgeable assistance and maintaining a deep understanding of products and services.
• Analyze customer data to identify trends, preferences, and areas for improvement, contributing to an enhanced customer experience.
• Oversee the entire support process, from initial contact to issue resolution, ensuring a smooth and efficient customer support experience.
• Develop healthy customer relationships by enhancing their knowledge of products and services, acting as a trusted advisor, and promoting transparency.
• Evaluate and analyze customer needs to provide tailored solutions and personalized support.
• Provide comprehensive support to customers, assisting them in resolving their issues promptly and effectively.
• Take a proactive approach by supplying customers with relevant product-related documents to prevent potential issues and ensure a seamless experience with our products.
• Manage project activities overseeing the distribution and collection of customer questionnaires, coordinating with various teams to gather information, creating and updating FAQs, and organizing data in customer folders for future reference and utilization.
• Onboard new clients effectively, providing guidance, training, and support to ensure a seamless transition and promote customer loyalty.
• Act as a customer advocate within the organization, representing customer interests and advocating for their needs.
• Promote customer loyalty through proactive communication, problem-solving, and delivering exceptional service that exceeds expectations.
• Manage projects related to customer support and service improvement initiatives, collaborating with cross-functional teams to achieve objectives.

Requirements

• High school diploma or equivalent required; previous Customer Service or Sales Support experience preferred.
• Seeking a highly organized and focused individual who is goal-oriented, adept at problem-solving, and possesses a creative mindset.
• Excellent verbal and written communication skills to interact effectively with customers, sales teams, and internal stakeholders.
• Strong customer service orientation with a passion for building relationships and promoting customer loyalty.
• Ability to analyze customer data, identify patterns, and make data-driven recommendations for enhancing the customer experience.
• Experience in project management, with the ability to handle multiple tasks, prioritize effectively, and meet deadlines.
• Basic technical knowledge and proficiency in using CRM software, helpdesk systems, and other customer support tools.
• A team player mindset with the ability to collaborate effectively with cross-functional teams and support colleagues.
• Flexibility to adapt to changing priorities, processes, and customer needs in a dynamic work environment.
• Ability to demonstrate flexibility in managing calls and meetings across different global time zones.
• Sales force CRM and/or NetSuite ERP system knowledge is highly desired.

Benefits

Pay & Perks:

At Identiv, we prioritize pay fairness. Your base salary plays a vital role in our comprehensive compensation structure, and it is established within a specific range. This structure allows for advancement as you gain experience and evolve in your role. Your salary and compensation will be determined based on various factors, including your geographical location, skill set, educational background, and work experience.

In the spirit of openness regarding compensation, the base salary range for this position is between $60,000 to $70,000 based on experience and qualifications.

The total compensation package includes:

• Competitive Base Pay
• Fidelity 401(k) + Company Match
• 11 Company Paid Holidays
• Discretionary Unlimited Paid Time Off
• Medical, Dental, & Vision Insurance
• FSA/HSA
• Fun Employee and Family Events
• Employee Wellness Program
• Supplemental Life Insurance, AD&D Insurance, and Dependent Care plans
• A range of discounted products and free services

Identiv encourages candidates who believe they might be overqualified or outside the expected range to apply, as some positions allow room for up-leveling for an extraordinary candidate.

We prioritize hiring the most qualified individuals, and in keeping with our commitment to both our employees and customers, employment offers are subject to the outcome of a confidential pre-employment background check.

Equal Opportunity Employer

Identiv is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information, marital status, veteran status, or any other characteristic protected by applicable law. We value diversity and inclusivity and believe that a diverse workforce enriches our company culture and enhances our ability to serve our customers and clients effectively. Our hiring decisions are based solely on qualifications, skills, and experience relevant to the positions available. We strive to create a work environment that promotes fairness, respect, and equal opportunities for all employees. Identiv does not tolerate any form of discrimination or harassment and is committed to maintaining a workplace free from such behavior. If you require any reasonable accommodation, please inform our HR department, and we will make every effort to accommodate your needs. As an equal-opportunity employer, we are dedicated to the principles of affirmative action and take proactive measures to ensure equal opportunity in employment. We are proud of our diverse workforce and remain committed to fostering an inclusive environment that celebrates the unique perspectives and talents of everyone.