At Sertifi, we pride ourselves in providing customer service and support that is unparalleled in our industry. As our user base rapidly expands, we’re looking to add a highly motivated Customer Support Specialist to our growing team. This position provides front-line, first-response support to our customers to ensure positive and memorable service experiences.

This is an excellent opportunity for a technical support professional with the drive to learn and grow in a team-oriented environment. This person will report to our Director of Customer Success and has the opportunity to advance within our company. This full-time position is located in our downtown Chicago office.

Responsibilities:

• Respond to customer support tickets, calls, and emails in a professional and prompt manner
• Identify, troubleshoot and resolve customer system issues
• Prioritize tickets to resolve complex support issues
• Escalate tickets to appropriate Account Management team based on severity
• Establish high level of personal credibility and build strong relationships to improve customer satisfaction
• Provide updates, status and completion information to management
• Develop and in-depth knowledge of all Sertifi products and services
• Maintain accurate records of all activities and interactions in Salesforce
• Diagnose and resolve customer issues while educating customers on resolutions
• Assist in the QA process of new releases of the software
• Other duties as assigned

 

Qualifications:

• Previous customer support experience
• Experience in a customer facing role
• Exceptional written and verbal communication skills
• Strong problem resolution and analytical skills
• Ability to multi-task, meet deadlines and prioritize projects
• Self-motivated and self-learner
• Able to collaborate well with a team, but can also manage their workload independently

 

Desired Skills:

• Degree in IT/Computer Science/or Equivalent
• Experience with Salesforce.com a big plus
• Experience with APIs
• Experience with Adobe Acrobat Pro
• Experience with MS Office
• Experience with support ticketing systems (example: FogBugz, desk.com, Zendesk)

 

What’s in it for you: You will work in a collaborative office environment that welcomes new ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: a competitive salary, health/dental/vision insurance, Transit Benefit Program, casual work environment, weekly team lunches, company outings, free Starbucks daily, and a convenient River North location close to public transit.