Bilingual Support Specialist Jobs

Application Deadline: 7 July 2023

Department: Support

Employment Type: Full Time

Location: Canada

Reporting To: Shasha Denis

Description

A Little Bit About Us:

We are a growing global technology company that is looking to reinvent the way organizations build Trust in People with technology and AI-backed background checks. We are proud to share that we recently secured 105 million in funding, and are becoming one of fastest-growing start-ups.

Who are Certonians?

We are soccer players, DIY creators, spicy-food lovers, karaoke lovers, wine connoisseurs, and so much more! We are a team of 400+ people currently living the dream at Certn and are looking for more team members to level us up. If you are excited about working with a group that values accountability, working synergistically with one another, being inclusive of different perspectives, and not being an a**hole - aka approaching all solutions & problems with compassion and empathy - we want to hear from you!

This Opportunity

We are looking for a Bilingual Support Specialist to join our growing Support team! Reporting to the Customer Support Team Lead, you will be responsible for providing assistance to our customers through our SaaS system to ensure they can thoroughly issue, access and complete their background checks.

Success in this role requires a holistic response to helping people that delivers the highest level of customer service and creates raving fans.

What you'll do:

• Clarify the customer's complaints and using tools and resources to resolve the issue.
• Proper internal tagging and administration to identify support drivers for the product team.
• Contribute to the team's customer satisfaction metrics delivering feedback levels of 90% or higher overall.
• Where applicable, promote new Certn products and offerings to better serve client needs.
• Resolve product or service problems via phone, email or live chat in line with QA standards.
• Provide feedback to team leads and managers on the effectiveness of the customer support experience, the internal organisation's various workflows and tools, as well as the company's products and services.
• Stay up to date on product training and knowledge.

We're hoping you'll bring:

• Some experience in a tech environment or fast-paced business environment.
• Strong work ethic, with the desire to 'roll up sleeves and get the job done.
• Prior experience supporting customers via email, live chat and phone.
• Strong personal communication skills.
• High standards of written and oral business English and French.
• Ability to learn and pick up new information and interpret client requirements quickly.
• Personal passion in delivering industry-leading customer service experiences.
• Comfortable working with incomplete information and teasing out solutions.
• Experience in data entry, or customer service.
• Familiarity with Google Suite, general software and web applications.
• Desire to improve personal working environments and processes.

The following will be considered an asset:

• Familiarity with Zendesk, Stripe.
• 2 years experience or greater in tech environments, data entry and customer service.
• Higher level education to degree or similar standards.

Why Certn?

Our goal is to make sure Certn is the best place for you to work. That means we are consistently asking for your feedback, researching best practices, and implementing new programs and changes in the way we work so that we can each walk away every day feeling proud to work here!

Some of the benefits you can expect at Certn are...

• Remote-first and supports flexible remote arrangements
• Professional development budget
• And a few more goodies!
• Flex allowance
• 4 weeks of paid vacation
• Work-from-home allowance
• 12 wellness days

Does this role sound like it was made for you, yet you don't check every box?

We value diversity in our teams' experience. Whatever your background, experience, ethnicity, physical ability, sexual orientation, race, and gender is, we want to hear from you! We are dedicated to fostering an inclusive and diverse environment for all employees from all walks of life. One of our corporate goals is to build an environment that will be the best place for you to work and spend your time. To accomplish that, we know we need to develop a diverse team where everyone feels included and where a variety of voices are heard.

• If you have a disability that requires accommodation during any stage of our recruitment process, please let us know how we can best assist you*