Global Support Specialist, Certn

• High school diploma (or equivalent)
• Excellent written and spoken business English
• Comfortable using Google Workspace, general software, and web applications
• Experience in a tech-driven or fast-paced business environment
• Background in data entry and/or customer service
• A genuine passion for delivering outstanding customer experiences
• Curiosity about technology with a desire to improve processes and workflows
• Strong communication skills and the confidence to collaborate across teams
• A proactive, hands-on work ethic — willing to roll up your sleeves to get things done
• Ability to work through ambiguity, solve problems, and find solutions
• Quick to learn, adaptable, and able to understand client needs fast
• Familiarity with tools such as Zendesk, Stripe, and Jira

Desirable

• This role will be reporting to the Support Team Lead and will 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
• This is a 12-month fixed-term contract with the possibility of extension or conversion to a permanent role at Certn. The position is set to begin on October 27, 2025, with a regular work schedule of Monday to Friday, 7:50 a.m. to 4:20 p.m. EST
• Resolve product or service issues via phone, email, and live chat in line with QA standards
• Accurately identify and clarify customer complaints or issues, leveraging available tools and resources to provide effective solutions
• Ensure proper internal tagging and documentation to help the product team identify support trends
• Collaborate with cross-functional teams using tools such as Jira and Slack
• Multitask efficiently, managing multiple customer interactions through live chat simultaneously
• Provide advanced technical support to candidates and clients, ensuring timely and accurate resolution to maintain high customer satisfaction and loyalty
• Promote new products and offerings where relevant to enhance client outcomes
• Contribute to team customer satisfaction goals, aiming for feedback levels of 90% or higher
• Stay current with product training, updates, and best practices
• Participate in monthly QA programs with team leads and act on feedback promptly
• Engage in monthly 1:1 meetings with team leaders to discuss performance, development, and career growth
• Complete and pass regular knowledge assessments and training pulses
• Provide feedback on the effectiveness of the customer support experience, internal workflows, tools, and company products/services
• Assist in documenting feedback and updating processes to improve team efficiency and customer outcomes