Customer Support Specialist (Fraud) - Remote

$45,000yearly
Posted at Sep, 26, 2021
Company
Formstack
Type
Full-time work

Languages

English

Locations

USA
Apply now

Vacancy

Formstack transforms the way you collect data and put it to work. 

We are looking for a Customer Support Specialist (Fraud) to help us accomplish this mission! 

 Formstack is a 15-year-old company with roots in Indianapolis. Our customers span 110 different countries, and our employees live and work across the U.S. and the globe. We provide a work environment that is flexible and provides great freedom for those who can perform. We are seeking people who demonstrate an ability to work effectively with individuals from diverse cultures and backgrounds.

 Who You Are:

You are part investigator, part auditor. You are highly analytical and can pick up on the smallest of details. You are comfortable collaborating with others in a team-oriented environment.  You are tech-savvy, can easily adapt to change, and work well in a fast-paced, and ever-changing environment.

What You’ll Do:

We’re looking for a Customer Support Specialist to help us stay one step ahead of fraudsters! This Customer Support Specialist will contribute to team and company goals by helping us detect, monitor and prevent fraudulent product usage and billing activity. The Customer Support Specialist will also assist in providing human-centric and timely support to our customers, as needed. You will be part of the Billing Team and will work closely with the Billing, Development and Support teams.

Experience

  • 1-3 years experience in a customer service role

  • Working knowledge of billing concepts, particularly SaaS billing

  • Excellent written and verbal communication skills

  • Well organized with a high degree of accuracy and attention to detail

  • The ability to effectively multi-task and prioritize assignments

  • The ability to collaborate within a remote team environment

  • Must be fluent in written and spoken English

Bonus Points:

  • Experience using Sift, Zendesk, ServiceCloud, and/or Zuora

  • Experience building processes from scratch

Salary Range: : $45,000 - $48,000 (USD)

This position is available via remote work or based out of one of our two office locations (Indianapolis, IN, or Colorado Springs, CO).

Responsibilities

  • Monitor customer and transactional records to identify unauthorized or high-risk transactions and fraudulent accounts on a daily basis

  • Terminate fraudulent accounts 

  • Interact with payment processors and customers to validate information and to confirm or cancel authorizations

  • Identify existing fraud trends by analyzing accounts and transaction patterns

  • Recommend and develop processes to prevent and mitigate fraudulent activities

  • Maintain and evaluate software tools used for fraud detection, prevention and reporting

  • Monitor internal Phishlist on a daily basis for customers violating our Terms of Service or using the Formstack product suite to conduct suspicious activities

  • Maintain process documentation as it relates to fraud detection, prevention and monitoring 

  • Investigate and appropriately respond to customer chargebacks 

  • Assist in responding to and resolving incoming support requests. Billing tasks may include preparation of refunds/credits, processing of customer account changes, and assisting customers in updating billing information.

What Formstack Offers:

  • Free health plans, as well as company-paid Dental, Vision, Disability, and Life Insurance Benefits for US and Canadian full-time employees.

  • Unlimited PTO for all employees.

  • Retirement accounts with company matching for US and Canadian full-time employees.

  • The most up-to-date technology, including company-issued Macs, the latest software, and other tools needed to excel at your job

  • Company-paid conferences and extended learning opportunities

  • Yearly company gatherings

Support

Customer Support Specialist (Fraud) - Remote

$45,000yearly

Vacancy

Formstack transforms the way you collect data and put it to work. 

We are looking for a Customer Support Specialist (Fraud) to help us accomplish this mission! 

 Formstack is a 15-year-old company with roots in Indianapolis. Our customers span 110 different countries, and our employees live and work across the U.S. and the globe. We provide a work environment that is flexible and provides great freedom for those who can perform. We are seeking people who demonstrate an ability to work effectively with individuals from diverse cultures and backgrounds.

 Who You Are:

You are part investigator, part auditor. You are highly analytical and can pick up on the smallest of details. You are comfortable collaborating with others in a team-oriented environment.  You are tech-savvy, can easily adapt to change, and work well in a fast-paced, and ever-changing environment.

What You’ll Do:

We’re looking for a Customer Support Specialist to help us stay one step ahead of fraudsters! This Customer Support Specialist will contribute to team and company goals by helping us detect, monitor and prevent fraudulent product usage and billing activity. The Customer Support Specialist will also assist in providing human-centric and timely support to our customers, as needed. You will be part of the Billing Team and will work closely with the Billing, Development and Support teams.

Experience

  • 1-3 years experience in a customer service role

  • Working knowledge of billing concepts, particularly SaaS billing

  • Excellent written and verbal communication skills

  • Well organized with a high degree of accuracy and attention to detail

  • The ability to effectively multi-task and prioritize assignments

  • The ability to collaborate within a remote team environment

  • Must be fluent in written and spoken English

Bonus Points:

  • Experience using Sift, Zendesk, ServiceCloud, and/or Zuora

  • Experience building processes from scratch

Salary Range: : $45,000 - $48,000 (USD)

This position is available via remote work or based out of one of our two office locations (Indianapolis, IN, or Colorado Springs, CO).

Responsibilities

  • Monitor customer and transactional records to identify unauthorized or high-risk transactions and fraudulent accounts on a daily basis

  • Terminate fraudulent accounts 

  • Interact with payment processors and customers to validate information and to confirm or cancel authorizations

  • Identify existing fraud trends by analyzing accounts and transaction patterns

  • Recommend and develop processes to prevent and mitigate fraudulent activities

  • Maintain and evaluate software tools used for fraud detection, prevention and reporting

  • Monitor internal Phishlist on a daily basis for customers violating our Terms of Service or using the Formstack product suite to conduct suspicious activities

  • Maintain process documentation as it relates to fraud detection, prevention and monitoring 

  • Investigate and appropriately respond to customer chargebacks 

  • Assist in responding to and resolving incoming support requests. Billing tasks may include preparation of refunds/credits, processing of customer account changes, and assisting customers in updating billing information.

What Formstack Offers:

  • Free health plans, as well as company-paid Dental, Vision, Disability, and Life Insurance Benefits for US and Canadian full-time employees.

  • Unlimited PTO for all employees.

  • Retirement accounts with company matching for US and Canadian full-time employees.

  • The most up-to-date technology, including company-issued Macs, the latest software, and other tools needed to excel at your job

  • Company-paid conferences and extended learning opportunities

  • Yearly company gatherings

Support
Posted at Sep, 26, 2021
Company
Formstack
Type
Full-time work

Languages

English

Locations

USA
Apply now
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