Bilingual Support Specialist, Certn

• High school graduate or equivalent
• High standards of written and verbal in 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

• Working Schedule:
• Tuesday - Saturday, 12:50 - 9:20pm ADT or
• Sunday - Thursday, 12:50 - 9:20pm ADT
• 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

• Start Date: August 25, 2025