Bilingual Support Specialist, Certn

• High school graduate or equivalent
• High standards of written and oral business English and French
• 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

Desirable

• We’re looking for a Bilingual Support Specialist (FR/EN) reporting directly to our Customer Support Team Lead
• Your primary responsibility will be to resolve product or service issues efficiently and effectively through various communication channels while adhering to our quality assurance standards
• You’ll be responsible for providing assistance through our SaaS system to ensure users can thoroughly issue, access and complete background checks
• The role requires a holistic response to helping people that delivers the highest level of customer service and creates raving fans
• Success in this role hinges on your ability to thrive in ambiguity and swiftly adapt to change, while maintaining exceptional customer service standards across diverse channels
• As a self-starter, you'll navigate challenges independently, ensuring seamless support experiences for our users
• 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
• Work Schedule:
• Tuesday - Saturday, 1pm - 9pm AST or
• Sunday - Thursday, 1pm - 9pm AST

• Deadline to apply: 29 May 2025 at 05:00 BST
• Start Date: June 9, 2025
• The selected candidate will be required to complete a background check