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- Provide an exceptional customer service experience to ensure that Trulioo maintains our position as the leading trusted partner in Identity Verification
- Support complex technical implementations of Trulioo's products and services with key global clients
- Support the management and monitoring of beta testing of new product features and enhancements
- Collect, diagnose and summarize application issues and escalate to relevant stakeholders internally
- Configure and troubleshoot Trulioo products and services with exceptional attention to detail and adherence to our SLAs
- Collaborate with other departments including; Product, Development, Dev Ops and Management to build customer feedback loops and drive constant improvement
- Training and Education - supporting our clients in their usage of Trulioo's suite of products
- Document customer communications and recurring technical issues to support product quality programs and product development
- Contribute to Support Knowledge Base Articles and FAQs
- Contribute to customer success initiatives when needed
Key Technical Skills: - The ability to think critically, troubleshoot proactively and solve complex customer problems
- Comfortable working independently and in a team environment including supporting projects with remote employees in other offices
- Strong aptitude with and ability to learn new technologies quickly
- Understanding of of relational database management systems and how they integrate with applications
- Available to work flexible hours/shifts, including on-call during evenings, weekends and statutory holidays
- Capability to excel in a data-driven, metrics-oriented environment
- Meticulous attention to detail
- Written and verbal fluency in English, other language is an advantage
Education and Experience: - Post-Secondary Degree or equivalent level of technical experience and skills
- In-depth knowledge of RESTful API and API integrations
- Working experience with JSON is a must. Exposure to Javascript, SQL, , and is also desirable
- 3+ years of relevant implementation consulting experience
- Experience working with Strategic and Enterprise customers
- Experience with organization and project management tools such as Jira, Confluence, GSuite, MS Project, etc. is desirable
- Ability to thrive in a fast-paced and changing environment with little or no supervision
Trulioo focuses on Enterprise Software, Fraud Detection, Online Identity, and Financial Technology. Their company has offices in Austin, San Diego, Vancouver, and Dublin. They have a large team that's between employees. To date, Trulioo has raised $487.3M of funding; their latest round was closed on June 2021 at a valuation of $1.75B.
You can view their website at or find them on Twitter, Facebook, and LinkedIn.
Implementation Specialist - Vancouver, Canada - Trulioo
Description
Position Summary:
Reporting to the Manager, Implementation, we are looking for an Implementation Specialist within the Customer Success department who will be responsible for onboarding and providing technical and business support to our clients and partners. We are looking for a technically sound, team-orientated, customer savvy, and passionate individual looking to make an impact and progress their career.
This is a full-time position in our Mount Pleasant, Vancouver office, walking distance from shops, restaurants, and public transport.
Primary Duties and Responsibilities: