GeoComply

Tóm tắt công việc

The Opportunity

Are you a customer-first person?

GeoComply is looking for organized, resourceful, and personable problem-solvers to join our growing Customer Success team. We know you have lots of options so we want to help you figure out if we are a fit for you.

In this role, you will play an important role in contributing to GeoComply’s Gold Standard reputation in the geolocation industry. As a Customer Support Specialist, you have a unique advantage to grow in your career and our company’s first impression when it comes to technical support. That means you will work with our app users and clients to understand and resolve a range of possible issues and questions (e.g., user-related questions, service interruptions, etc.). The CS team also partners and works closely with internal teams including Account Management, Software Development, and Client Onboarding as they develop in their role.

This team is made up of a close-knit group of motivated and talented humans across multiple countries and time zones.

Our GeoComply team is a highly effective force, well-respected for our technical and subject matter expertise as well as our positive attitude and energy. As such, team members are generously rewarded with incentives, comprehensive benefits, and personal learning and development budgets, and fast career movements.

Our Company

GeoComply and its GeoGuard division operate at the center of a new generation of cybersecurity companies, leveraging today's geolocation data to make better risk-based decisions.

Working as a critical piece of the infrastructure for some of the world’s largest tech companies, GeoComply has become the global market-leader for compliance-grade geolocation data and a critical piece of the decision engine.

Working as part of a can-do team-culture, there is no place for egos, soloists, or defensiveness. To be successful in our organization, you need an eager attitude, professionalism, and the confidence to willingly work to prove yourself and your ideas, to earn the trust of the organization.

Our Values

Build it Better: We are a company of puzzle-solvers with big ambitions, who don’t shy away from issues too complex or painstaking for others. We find innovative and customer-oriented solutions to roadblocks while ensuring that our mission to deliver at the highest standards is maintained.

Build it Bigger: We are dreamers and builders with a bias for action. We lean into challenges and work collaboratively to stay on a problem until it is resolved, and then communicate openly and fairly to take steps to learn and improve. We do our best work as a team. Whether working as an individual contributor or as a manager, the success of the team always comes before individual success. Our best leaders grow themselves and their teams to make the next generation of leaders.

Build it Right: GeoComply was founded on the principle of doing things the right way. Details matter. We are trusted by our employees, customers, and U.S. regulators. The absolute quality and integrity of our product and deliverables are paramount. When we speak to an external party, we ensure that we are speaking with our voice: polite, correct, careful, and helpful. When we speak to an internal colleague, we ensure we use the same voice and are not afraid to be direct when the company values are at stake.

What You Will Be Doing

• Acting as the first point of contact for end-user technical support requests and client chat messages to ensuring that all service level agreement (SLA) requirements are met.
• Troubleshooting and recording technical support issues where possible (e.g., geolocation issues, user blocking cases, etc.).
• Conducting preliminary case escalation investigations. This includes asking clarifying questions, gathering the necessary information, reporting tools (e.g., Kibana) to pull data, and summarizing it in a useful way for your support to take over.
• Reviewing the team’s Daily Hand Over report at the start of your shift and creating one at the end of your shift to ensure a seamless transition of customer issues and reports.
• Maintaining a learner mindset to stay on top of the company’s technologies, processes, and teams.
• Monitoring, managing, and responding to social media mentions.
• Closely collaborate with Operational and IT teams.

After 6 months, including and not limited to:

• Acting as the first point of contact for corporate clients and continue support with end-user and chat.
• Supporting the preparation and Maintenance of manuals, and procedures for internal and customer use.
• Providing management with customer insights and information on customer needs as required.

Why work with GeoGuard?

GeoGuard is based in Vancouver, Canada, with a development office in Ho Chi Minh City. A career with GeoGuard opens the door to exciting opportunities including the potential to travel, as well as temporary or permanent relocation to our Vancouver office. With a sponsored Canadian work visa, you’ll also be on the fast track to permanent residency and even Canadian citizenship if you desire. At GeoGuard, you won’t just be a small part of a software company, you will play an important role in an award-winning technology leader, where you will own your projects and create your own success. We have a number of exciting opportunities in all aspects of software development, risk and data analysis, quality assurance and reporting.

Benefits:

• Health care insurance by Liberty, Bao Viet and social insurance
• Opportunities for promotions and career development in a dynamic
• Great chance to develop your skills and competences, with multiple trainings and job opportunities
• Relaxed, friendly atmosphere as well as excellent working facilities
• Social insurance follow Vietnam’s law
• Only 40h working/week (Full weekend off)
• 12 days holiday/year

• 1 year of experience providing English Technical Customer Support by email or phone customers or equivalent English working experience.
• Technology doesn’t scare you and you’re super comfortable navigating and using digital technologies.
• You care about communication. Whether it’s written or verbal, internal or external, people understand what you need, what you mean, and/or what you are asking for.
• Puzzle solver. With your curious and analytical nature, you see all problems as puzzles to be solved and always work to arrive at a solution.
• You have your ways and will always figure out how to get things done.
• Detail-oriented. You know that details matter and take care and pride in getting the details right.
• You are fluent in English and can understand and adapt to a North American style of business communication.
• A master juggler (that likes juggling). You can handle a lot of different priorities at one time and you like your workday looking like that.
• You are flexible and comfortable working across multiple time zones as well as on weekends or evening shifts.
• It’s a bonus if you have experience with Zendesk, ELK stack, and/or Atlassian or other CRM and Ticketing tools.
• You want to be part of a fast-growing company where you can contribute your skills and ideas.