Certn

Customer Support

• Clarifying the customer's complaints/issues then using tools and resources to resolve the issue.
• Proper internal tagging and administration to identify support drivers for the product team.
• Communicate and collaborate with cross-departmental teams through Jira or Slack.
• Multitask and handle multiple customers through live chats at the same time.
• Provide advanced technical support to candidates and clients via phone, email, and chat, ensuring issues are resolved promptly and accurately to maintain high customer satisfaction and loyalty.
• Where applicable, promote new Certn products and offerings to better serve client needs.
• Contribute to the team's customer satisfaction metrics delivering feedback levels of 90% or higher overall.
• Stay up to date on product training and knowledge.
• Engage in a monthly QA program with Team Lead and action feedback in a timely manner.
• Participate in monthly 1:1's with Team Leader for performance and career conversations.
• Complete and pass regular knowledge pulses and assessments.
• Provide feedback to team leads and managers on the effectiveness of the customer support experience, internal workflows and tools, and the company's products and services. Assist in documenting feedback and current/new processes.

Global Support Specialist – 12 Month Contract