Support Specialist

Summary

Join Certn, a fast-growing global technology company revolutionizing background screening, as a Support Specialist. This 12-month contract position requires providing efficient and effective resolution of product or service issues through various communication channels. You will assist users with background checks via our SaaS system, ensuring a high level of customer service. Success depends on your ability to adapt to change, work independently, and maintain exceptional customer service standards. The role involves resolving customer issues, clarifying complaints, performing internal tagging, multitasking across chat platforms, promoting Certn products, and contributing to high customer satisfaction metrics. You will also participate in training, QA programs, and performance evaluations.

Requirements

• High school graduate or equivalent
• High standards of written and verbal in English
• Ability to work in ADT
• 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
• Desire to improve personal working environments and processes
• Strong personal communication skills
• Strong work ethic, with the desire to ‘roll up sleeves’ and get the job done
• Comfortable working with incomplete information and teasing out solutions
• Ability to learn and pick up new information and interpret client requirements quickly

Responsibilities

• Resolve product or service problems via phone, email, or live chat in accordance with QA standards
• Clarify customer complaints and utilize available tools and resources to address issues promptly
• Perform proper internal tagging and administration to identify support drivers for the product team
• Multitask effectively to handle multiple customer inquiries simultaneously through chat platforms
• Promote new Certn products and offerings where applicable to meet client needs
• Contribute to the team's customer satisfaction metrics by maintaining feedback levels of 90% or higher overall
• Stay updated on product training and knowledge to provide accurate and informed assistance to customers
• Engage in monthly QA programs with Team Lead and implement feedback in a timely manner
• Participate in monthly 1:1 sessions with Team Leader for performance evaluation and career development discussions
• Complete and pass regular knowledge pulses and assessments to enhance skills and proficiency
• Provide constructive feedback to team leads and managers on the effectiveness of the customer support experience, internal workflows, tools, and company products/services
• Assist in documenting feedback and current/new processes to facilitate continuous improvement within the organization

Preferred Qualifications

• Higher level education to degree or similar standards
• 2 or more years of experience in tech environments, data entry, and customer service. Bonus if there’s previous experience in working for a Start-up
• Familiarity with Zendesk, Stripe, and Jira

Benefits

• 10 days vacation - accrued on service
• 6 wellness days
• IT equipment, and work from home allowance
• Healthcare Spending Account
• Health & Dental Package