# Member Support Representative III - Support

**Company:** [Idme](https://hotfix.jobs/companies/idme)
**Location:** Tampa, FL
**Role:** Customer Support
**Experience:** 2+ years
**Skills:** Identity Verification, Customer Support, Account Recovery, Technical Troubleshooting, Mac, Pc, Zoom, Google Workspace, Zendesk, Quality Assurance, Privacy Regulations, Video Conferencing
**Posted:** 2026-08-21

> Provides phone, video, email, and chat support to members completing identity verification, resolving login and technical issues while protecting sensitive information. Requires two years of customer support experience, strong communication skills, and proficiency with common workplace and ticketing tools.

## Job Description

## Responsibilities
- Handle inbound phone, video, email, and chat communications to assist members through identity verification.
- Guide members through verification requirements and troubleshoot technical issues.
- Address account recovery, login problems, and access concerns while following security protocols.
- Maintain professionalism and empathy when resolving member inquiries and de-escalating conflicts.
- Document interactions accurately and comply with privacy regulations.
- Meet performance metrics, including response times and customer satisfaction scores.
- Apply coaching and training techniques to achieve performance goals.
- Follow the Quality Assurance program and related policies.
- Collaborate with team leads and management to improve verification processes.
- Stay current on company policies, procedures, and industry regulations.

## Requirements
- High school diploma or equivalent.
- At least 2 years of customer support experience, preferably in a contact center.
- At least 1 year of experience using Mac and PC platforms for daily operations.
- Willingness to work onsite five days per week.
- Excellent written, verbal, and interpersonal communication skills.
- Ability to handle sensitive information confidentially.
- Ability to work in a fast-paced environment with changing priorities.
- Reliable attendance and a self-managing, team-oriented work ethic.

## Nice-to-haves
- Experience with video conferencing software such as Zoom.
- Proficiency with Google Suite.
- Experience with ticketing software such as Zendesk.
- Passion for learning and continuous improvement.

## Compensation and Benefits
- Full-time, 40-hour workweek with overtime opportunities.
- Multiple shifts available in a 24/7 contact center.
- Competitive salary and benefits package.
- Night and overnight shift differential.
- Medical, dental, and vision insurance.
- 15 days of accrued paid time off annually.
- Paid training and ongoing professional development.

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