Customer Support Specialist I

Summary

Join Sertifi, a leading technology company in the hospitality and travel industry, as a Customer Support Specialist I! You will provide first-line support to customers, ensuring efficient problem resolution and high-quality service. This role involves handling a high volume of cases, requiring technical expertise and strong customer service skills. Based in Chicago or a Sertifi-approved remote state, you will report to the Manager of Customer Support. The salary range is $50k-$55k, and the position offers a comprehensive benefits package. Sertifi values diversity and inclusion, creating a collaborative environment where you can make an immediate impact.

Requirements

• Bachelor’s Degree preferred from a four-year accredited College/University or 2+ years of customer service experience in a technical support environment (B2B/SaaS preferred)
• Experience with Zendesk (Explore and Help Center functionality), Jira, DataDog, and SaaS user interfaces
• Experience troubleshooting issues and reporting bugs with clear, actionable details for engineering teams
• Past experience with SOP development and documentation creation
• Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
• Excellent analytical and problem-resolution skills
• Ability to screen share with clients, handle inbound calls, and provide patient, customer-focused support
• Strong organizational skills, with a self-motivated and self-learner attitude
• Candidates must be based in the United States, in Chicago, or within a Sertifi approved state for remote work: AZ, CO, FL, GA, IA, ID, IL, IN, MA, MD, ME, MI, MN, MO, NC, NH, NJ, OR, PA, TN, TX, VA, WI

Responsibilities

• Respond to customer support tickets, calls, and emails in a professional and prompt manner
• Provide technical support for complex tickets
• Analyze error logs, replicate issues, and deliver actionable data to engineering teams to ensure effective resolution of bugs and escalated cases
• Communicate complex technical issues clearly to both customers and internal teams, ensuring accurate documentation and timely updates
• Maintain accurate records of all activities and interactions in Zendesk, including progress on escalated tickets
• Establish strong relationships with customers to improve satisfaction and loyalty
• Assist with documentation creation, knowledge base updates, and account setup as needed
• Rotate within the holiday support schedule as needed

Preferred Qualifications

Background in eCommerce and hotel operations or property management systems is a plus

Benefits

• Competitive salary
• Unlimited PTO
• Medical/dental/vision insurance
• Short-term and long-term disability insurance
• 401k with 4% match
• Paid parental leave
• Life insurance
• Pre-tax Transit Benefit Program