Customer Support Specialist at Sertifi

| Chicago
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The Customer Support Specialist position will be responsible for providing front-line, first-response technical support to our customers to ensure a positive and memorable service experience.

This position will ensure that customer interactions result in high-quality and efficient problem resolution.

Due to the circumstances of COVID-19, Sertifi has shifted to working remotely at this time. We will interview, onboard, and operate as a remote team until further notice. As it is deemed safe to return to the office, we will consider a hybrid approach to WFH and In-Office work.

 

Challenges You’ll Tackle: 

  • Using technical skills, respond to customer support tickets, calls, and emails in a professional and prompt manner
  • Identify, troubleshoot, and resolve technical customer system issues
  • Prioritize tickets to resolve complex support issues
  • Escalate tickets to appropriate team members based on level of severity
  • Establish a high level of personal credibility and build strong relationships to improve customer satisfaction
  • Provide updates, status, and completion information to management
  • Develop in-depth knowledge of all Sertifi products and services
  • Maintain accurate records of all activities and interactions in Zendesk
  • Assist with document creation, account set up, and other customer projects as necessary

What You’ll Need to Succeed: 

  • 3+ years experience in Customer Support, Customer Service, or Customer facing role required, preferably within a B2B SaaS organization
  • 5+ years experience needed in lieu of Education
  • Experience with support ticketing systems (Zendesk, Salesforce Service Cloud, Freshdesk) required
  • Experience with Salesforce.com preferred
  • Experience with Adobe Acrobat Standard or Pro and MS Office preferred
  • Exceptional written and verbal communication skills
  • Strong problem resolution and analytical skills
  • Ability to multi-task, meet deadlines and prioritize projects in a fast-paced environment
  • Able to collaborate well with a team, but can also manage their workload independently
  • Self-motivated and self-learner

 

What’s in it for you:   

Collaborative work environment that welcomes new ideas and allows you to make an immediate impact on the team.

Additionally, we offer great benefits such as: competitive salary, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, life insurance and other benefits.

 

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to type, use computer, phone, cell phone and other office/home office equipment/technology.

Must be able speak, see, and hear.

Must be able to remain in a stationary position for prolonged periods of the time.

 

Sertifi is proud to be an Equal Opportunity Employer. Sertifi is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. All individuals seeking employment at Sertifi are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • SqlLanguages
    • AzureLanguages
    • ASP.NETFrameworks
    • ASP.NET CoreFrameworks
    • AngularFrameworks
    • Microsoft SQL ServerDatabases
    • Azure Cosmos DBDatabases
    • BalsamiqDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

222 W. Merchandise Mart Plaza, Chicago, IL 60654

An Insider's view of Sertifi

What does your typical day look like?

After getting some coffee and catching up on emails, I’ll typically have a few clients that need onboarding help! This consists of me discussing their workflows and what action is needed for them to be live using Sertifi. If we’re not discussing set up, I’m either training a team on how to use the system, or creating web portals for new clients!

Kyle

Customer Success Manager

What are Sertifi Perks + Benefits

Sertifi Benefits Overview

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: competitive salary, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-tax Transit Benefit Program, casual work environment, weekly team lunches and Starbucks runs, regular company outings, and a convenient River North location close to public transit.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
Customized development tracks
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