Global Support Specialist - Remote

Overview

As a Global Support Specialist at Certn, you will be responsible for providing assistance through our SaaS system to ensure users can thoroughly issue, access, and complete background checks, delivering the highest level of customer service.

In Short

• Clarifying customer complaints/issues and resolving them using tools and resources.
• Proper internal tagging to identify support drivers for the product team.
• Communicate and collaborate with cross-departmental teams through Jira or Slack.
• Multitasking and handling multiple customers through live chats.
• Providing advanced support via phone, email, and chat.
• Promoting new Certn products and offerings.
• Contributing to customer satisfaction metrics with feedback levels of 90% or higher.
• Staying up to date on product training and knowledge.
• Engaging in monthly QA programs with Team Lead.
• Participating in monthly 1:1’s with Team Leader.

Requirements

• High School Graduate or equivalent.
• Excellent written and oral communication skills.
• Familiarity with Google Suite and general software applications.
• Some experience in a tech or fast-paced business environment.
• Experience in data entry or customer service.
• Passion for delivering industry-leading customer service experiences.

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.
• Ownership of critical system components affecting customer experience.
• Collaboration with passionate engineers valuing craftsmanship and continuous improvement.