Global Support Specialist

Summary

Join Certn, a fast-growing global technology company revolutionizing background screening, as a Global Support Representative. Reporting to the Support Team Lead, you will provide assistance through our SaaS system, ensuring users can easily issue, access, and complete background checks. You will clarify customer issues, resolve them using available tools, and provide advanced support via phone, email, and chat. The role involves internal tagging and administration, cross-departmental collaboration, multitasking, and promoting new Certn products. You will contribute to high customer satisfaction metrics and participate in ongoing training and feedback programs. This fully remote position offers excellent benefits and opportunities for growth.

Requirements

• High School Graduate or equivalent
• Excellent written and oral communication
• Familiarity with Google suite, general software and web applications
• Some experience in a tech environment or fast paced business environment
• Experience in data entry, or customer service
• Personal passion in delivering industry leading customer service experiences

Responsibilities

• Clarifying the customer’s complaints/issues then using tools and resources to resolve the issue
• Proper internal tagging and administration to identify support drivers for the product team
• Communicate and collaborate cross departmental teams through Jira or slack
• Ability to multitask and handle multiple customers through live chats at the same time
• Provide advanced support to candidates and clients via phone, email, and chat, ensuring issues are resolved promptly and accurately to maintain high customer satisfaction and loyalty
• Where applicable promote new Certn products and offerings to better serve client needs
• Contribute to the team's customer satisfaction metrics delivering feedback levels of 90% or higher overall
• Staying up to date on product training and knowledge
• Engage in a monthly QA program with Team Lead and action feedback in a timely manner
• Participate in a monthly 1:1’s with Team Leader for performance and career conversations
• Complete and pass regular knowledge pulses and assessments
• Provide feedback to team leads and managers on the effectiveness of the customer support experience, the internal organization’s various workflows and tools, as well as the company’s products and services. Assist in documenting the feedback and current/new processes

Benefits

• 4 weeks of paid annual leave, plus additional health & wellness time off
• Fully remote setup with a home-office allowance and flex stipend
• Budget to attend industry conferences, pursue certifications, or take advanced courses