Overview

imID is looking for a dedicated and detail-oriented Customer Care Specialist to support users of our trust services platform. This role involves direct interaction with customers, resolving inquiries, and ensuring smooth and secure experience with our digital services. The ideal candidate is expected to have experience in customer support, excellent communication skills, and a basic understanding of trust services. Please note that this is a 6-month contract position, starting November 1st, covering a maternity leave replacement, with the possibility of extending to a permanent contract depending on business needs and performance. This role will report directly to the Customer Care Lead.

Responsibilities:
  • Respond to customer inquiries via phone, email, and chat regarding trust services
  • Provide accurate information and troubleshooting assistance in a timely and professional manner
  • Escalate complex issues to senior team members or technical support when necessary
  • Follow established workflows and scripts to ensure consistent and high-quality service
  • Log and track customer interactions using CRM tools
  • Participate in shift rotations and maintain availability during assigned hours
  • Guide customers through secure onboarding processes, identity verification, and usage of trust service tools
  • Assist with basic technical issues related to digital signatures, secure document exchange, and authentication
  • Ensure all interactions comply with internal policies and relevant regulations
  • Maintain confidentiality and handle sensitive data with care
  • Provide feedback on recurring issues and suggest improvements to scripts and workflows
  • Participate in training sessions to stay updated on product changes and service enhancements
Required Qualifications:
  • Bachelor’s degree or equivalent experience in Communications, IT, or a related field
  • At least 2 years of experience in customer support or call center roles
  • Familiarity with trust services or willingness to learn
  • Excellent verbal and written communication skills
  • Experience with CRM and ticketing systems
  • Basic understanding of digital identity, PKI, or e-signature platforms
  • Ability to work in a fast-paced, regulated environment
Nice To Have:
  • Fluency in English as a plus
Note:

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