Certn is looking for a Bilingual Support Specialist (FR/EN) to resolve product or service issues efficiently while delivering exceptional customer service. You will provide assistance through our SaaS system to help users issue, access, and complete background checks, working collaboratively within our team of 400+ people.

What You'll Do

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.
Engage in monthly QA programs with your Team Lead and implement feedback in a timely manner.
Participate in monthly 1:1 sessions for performance evaluation and career development discussions.
Complete and pass regular knowledge pulses and assessments to enhance skills and proficiency.
Provide constructive feedback on the effectiveness of the customer support experience, internal workflows, tools, and products.
Assist in documenting feedback and processes to facilitate continuous improvement.

What We're Looking For

High school graduate or equivalent.
High standards of written and verbal communication 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.

Nice to Have

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

Technical Stack

Google Suite
Zendesk
Stripe
Jira

Team & Environment

You will join a team of 400+ people and report directly to the Customer Support Team Lead.

Benefits & Compensation

10 days vacation - accrued on service.
6 wellness days.
Health & Dental benefits with a HCA.
IT equipment, and work from home allowance.

Work Mode

This is a global remote position open to candidates based in the United Kingdom, North America, or the Asia-Pacific region.

Certn takes pride in being an advocate for equal opportunities in the workplace. Our commitment is reflected in how we’re creating a workplace that’s respectful, inclusive, and free from barriers — a place where each member of our team can achieve their full potential.