About Company
Verafin is a leading provider of anti-financial crime software, committed to building a safer financial world. Our innovative software helps thousands of financial institutions worldwide detect, investigate, and report money laundering and fraud. Headquartered in St. John’s, Newfoundland and Labrador, we’re a rapidly growing company driven by a culture of creativity, collaboration, and continuous learning. We believe in empowering our employees to make a real impact, providing them with the tools and support needed to excel in a dynamic industry. Joining Verafin means becoming part of a diverse and dedicated team that’s passionate about technology, excellence, and protecting communities from financial crime. We offer a challenging yet rewarding environment where your contributions directly influence our success and the security of the global financial system.
Job Description
Are you a highly motivated and empathetic individual with a knack for technology and a passion for helping others? Verafin is actively seeking a dedicated Technical Support Specialist to become a vital part of our Remote Helpdesk team, based out of St. John’s, Newfoundland and Labrador. In this full-time role, you will be the first point of contact for our valued clients, providing expert-level technical assistance and unparalleled customer service for our innovative financial crime management solutions. Your day will involve expertly diagnosing, troubleshooting, and resolving a wide array of software and system issues, ensuring our clients experience minimal disruption and maximum operational efficiency. This isn’t just about fixing problems; it’s about building trust, clearly communicating complex technical concepts to users of varying technical backgrounds, and ensuring every interaction leaves our clients feeling supported and empowered. You will operate within a fully remote setup, leveraging cutting-edge tools and collaborating closely with a dynamic and supportive team dedicated to excellence. Your ability to work autonomously, prioritize effectively, and maintain a calm, professional demeanor under pressure will be crucial. We are looking for someone who is not only skilled in IT support but also possesses an insatiable curiosity for learning and adapting to new technologies. If you’re ready to contribute your expertise to a company that’s making a tangible difference in safeguarding the financial world, while enjoying the flexibility of a remote work model, we encourage you to apply. Join Verafin and help us innovate for a safer financial future.
Key Responsibilities
- Provide first-line remote technical support to clients via phone, email, and chat for Verafin's software products and related technical inquiries.
- Diagnose, troubleshoot, and resolve hardware, software, and network-related issues in a timely and efficient manner.
- Escalate complex issues to appropriate internal teams (e.g., Development, QA, Infrastructure) with detailed documentation and clear communication.
- Document all support interactions, resolutions, and troubleshooting steps accurately in our CRM system.
- Guide clients through problem-solving processes, ensuring a clear understanding of solutions and preventive measures.
- Maintain a high level of customer satisfaction through professional, empathetic, and patient communication.
- Contribute to the creation and maintenance of internal knowledge base articles and client-facing FAQs to improve self-service options.
- Participate in ongoing training sessions to stay updated on product features, new technologies, and support best practices.
- Monitor system performance and proactively escalate potential outages or critical issues to ensure service continuity.
- Collaborate effectively with team members in a remote work environment, sharing insights and best practices.
Required Skills
- 1-2 years of experience in a technical support, helpdesk, or IT support role.
- Strong understanding of Windows operating systems, networking fundamentals (TCP/IP, DNS), and common office applications.
- Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- Proven ability to troubleshoot and diagnose technical issues logically and efficiently.
- Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- High-speed internet connection and a dedicated, quiet home office space conducive to remote work.
- Exceptional problem-solving skills and meticulous attention to detail.
- Customer-centric approach with a strong commitment to service excellence and client satisfaction.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Certifications such as CompTIA A+, Network+, Microsoft Certified: Azure Fundamentals, or ITIL.
- Experience supporting financial software or enterprise-level business applications.
- Familiarity with SQL databases and basic query knowledge for data extraction and analysis.
- Knowledge of cybersecurity best practices and data privacy principles (e.g., GDPR, PCI DSS).
- Proven experience working successfully in a remote technical support environment.
Perks & Benefits
- Competitive salary and a comprehensive health, dental, and vision benefits package.
- Generous paid time off, including vacation, sick leave, and personal days.
- Significant opportunities for professional development, training, and continuous learning.
- Employee stock option program, allowing you to share in our success.
- Health and wellness programs, including a fitness subsidy and mental health support.
- Dynamic and supportive remote work culture with virtual team events and engagement activities.
- Access to cutting-edge technology and tools to facilitate effective remote work.
- Employee assistance program (EAP) for personal and professional support services.
- The chance to contribute to a company making a real global impact against financial crime.
How to Apply
If you’re ready to join a team that’s passionate about innovation and dedicated to fighting financial crime, we encourage you to apply. Please click on the application link below to submit your resume and cover letter. Tell us why you’re the perfect fit for Verafin and this remote Technical Support Specialist role.