Customer Support Specialist

We’re looking for a talented Customer Support Specialist to join our team!  This role will primarily be focused on helping our customers navigate any issues they might encounter with Truepic Vision tools and technology.  We're all about ensuring these issues get sorted seamlessly, and you'll be the hero behind the scenes.  You'll also be a key player in crafting and maintaining any helpful documentation related to customer inquiries.  Though you'll mostly be customer facing, this role also entails working closely with our internal squad to tackle any tech or satisfaction challenges that might pop up.  If this sounds like your kind of gig, we'd love to hear from you!

Responsibilities: 

• Respond to and resolve customer requests through email and phone
• Provide top-notch troubleshooting support with speed and professionalism
• Identify the root of the problem and collaborate with others to find solutions
• Present those solutions to our awesome customers in a timely manner
• Remain responsive to customer needs during our standard helpdesk hours of 10a - 7pm ET
• Support a positive customer experience by addressing bugs and feature requests, maintaining strong communication through the point of resolution
• Become a deep subject matter expert in Truepic Vision
• Build a strong understanding of our customer challenges and needs
• Share key customer learnings with our Customer Success, Product, and Sales teams
• Identify trends that address and improve the overall client experience
• Create useful documentation and collateral to enable customers to self-navigate our product
• Build processes and identify operational efficiencies for scale

Qualifications: 

• Proven success in a remote Customer Support role
• Bilingual (Spanish or French)
• Experience with SaaS products, software, or related technology
• Familiarity with Freshdesk or similar software
• Extraordinary customer empathy and excellent active listening skills
• An understanding of both iOS and Android mobile operating systems 
• Great written and verbal communication skills
• A love for taking action and finding solutions
• Patient with a strong problem-solving mindset
• Quick to react, adapt, and learn
• A pro at time and task management, even with competing tasks
• Super organized in working and collaborating with teams across different time zones
• Can operate autonomously and thrive in remote work environments
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Who we are:

Truepic is a Series B startup backed by Microsoft, Adobe, Sony and Hearst.  Our team is fully distributed which means we place a heavy focus on outcomes and value trust, transparency, and autonomy in the way we operate. Truepic provides two critical services for maintaining order and authenticity in the era of AI:  securing and verifying images at the point of capture with our Vision and Lens products, and creating transparency across the internet through the Sign and Display of digital content.

Not only is our technology proprietary but we’re building a strong community at the forefront of the image authenticity movement.  As founding members of the Coalition for Content Provenance and Authenticity (C2PA), we’re working alongside companies like Intel, Microsoft and Adobe to develop a set of technical standards for certifying the source and history of media content.  Our controlled capture technology is the world’s first C2PA compliant camera which sets a new standard for how we consume and accept images across the internet. We also created the world's first openly digital transparent Artificial Intelligence video to highlight the need for transparency within all digital content, including the Generative AI space.

Diversity and Equality:

Truepic is an equal opportunity employer, meaning all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.  We ensure that all individuals with disabilities are provided reasonable accommodation to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.