Support Specialist

**Support Specialist**

**Contract**:12 month fixed term
**Start Date**:August 25, 2025
**Working Schedule**:

- Tuesday - Saturday, 12:50 - 9:20pm ADT
- Sunday - Thursday, 12:50 - 9:20pm ADT

**Who We Are**

At Certn, we’re revolutionizing background screening with The World’s Easiest Background Check—fast, global, and powered by tech. We’re not about outdated processes and red tape. We’re about innovation, speed, and impact.

If you’re looking for a place where ownership, collaboration, and creativity thrive, this is it.

**Who are Certonians?**

We’re soccer players, DIY creators, spicy food lovers, karaoke superstars, wine connoisseurs, and so much more We are a team of 400+ people currently living the dream at Certn and we’re looking for more team members to level us up. If you’re excited about working with a group that values accountability, working collaboratively across time zones, being inclusive of different perspectives, and approaching problems with compassion and empathy - we want to hear from you

**The Gig**:
We’re looking for a **Support Specialist**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.

**How you’ll have impact**:
Here’s what our Director of Customer Support has to say:
“Every interaction with our dynamic support team truly makes a difference. We are here to guide individuals through the background screening journey, which can be intimidating, but not with the help of our expert Support Specialists. Certn is committed to a strong feedback loop between Support and Product, where we continuously improve thanks in part to the thoughts and opinions of the Support Specialists working the frontline everyday.”

**What You’ll Be Doing (and Crushing)**:

- 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.

**What you Bring to the Table**:

- High school graduate or equivalent
- High standards of written and verbal in English
- Ability to work in**ADT
- 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

**The following will be considered strong assets**:

- Higher level education to degree or similar standards
- 2 or more years of experience in tech environments, data entry, and customer service. Bonus if there’s previous experience in working for a Start-up
- Familiarity with Zendesk, Stripe, and Jira

**Why You Should Be Excited**:
At Certn, our mission is clear: we're committed to creating an exceptional workplace that meets your needs and career aspirations. To achieve this, we're continually seeking your input, exploring industry best practices, and introducing innovative initiatives and improvements in