Customer Support Specialist

| Chicago
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Customer Support Specialist

Sertifi offers an Agreement Platform built for businesses who need a more efficient and secure way to manage the full contract process. We simplify how businesses send and collect agreements and payments by bringing it all into one secure platform. Sertifi automates business processes, saves you time from performing repetitive tasks, enhances security and PCI-compliance, and provides customers an easy and convenient way to do business with your company. Thousands of businesses around the world use Sertifi to streamline their contracts and payment processes, recognize revenue faster, and increase job efficiency.

Along with our Customer Support team, you are responsible for ensuring that all customer interactions result in high-quality and efficient problem resolution.

The Customer Support Specialist will be providing front-line, first-response support to our customers to ensure a positive and memorable service experience. Sertifi helps companies secure business safer and faster. You help make support simple and seamless for our customers!

Business 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 team members based on the 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
  • Availability to rotate within holiday support schedule

Experience for Success:

  • Bachelor’s Degree preferred from a four year accredited College/University is preferred
  • 2+ years of customer service experience in a technical support environment (B2B/SaaS preferred) or 4+ years of experience in lieu of education
  • Experience with Adobe Acrobat Pro and MS Office
  • Experience with support ticketing systems (Zendesk, Salesforce Service Cloud, Jira)
  • Experience with Salesforce.com nice to have
  • 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
  • Self-motivated and self-learner
  • Able to collaborate well with a team, but can also manage their workload independently

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.


What’s in it for you:

We offer great benefits such as: Competitive salary, Unlimited PTO, 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.


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
Unlimited Vacation Policy
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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