Bilingual Customer Support Representative

Company Overview:

Our success lies at the powerful intersection of people and technology. Bringing innovative training and education solutions to more than 2 million customers a year, Certus enables lifelong learners at every level — from trusted industry brands, such as Amazon, Siemens, Geico and Chick-fil-A, to individual learners seeking to enter, sustain or advance their careers. Our people come with a get-it-done spirit and a desire to impact a rapidly growing industry. Certus is committed to continuously evolving to ensure a culture where employees can be themselves, do their best work, and thrive, both professionally and personally. We choose to be a remote workforce so we can hire top talent regardless of location — all while empowering employees to work from wherever they choose. Innovative, brave, kind and diverse are defining traits of our team. Our talent is positioned in numerous roles, with opportunity for internal mobility, such as software engineers, instructional designers, creative writers, consultative sales professionals, innovative marketers and more.

Job Overview:

Bilingual Customer Support Representatives provide front-line support to queries from inbound existing and potential customers. This includes phone, email, chat, and tier 1 technical support. Representatives embody the core values of the organization in all interactions with customers and consistently go above and beyond. This position acts as a liaison to customers, providing product/service information and resolving any emerging problems customers might face with accuracy and efficiency. Representatives are the face of the company and are expected to present the organization in the best light possible.

Responsibilities:

  • Provide resolutions to queries received from customers via call, chat or email.
  • Ensure customers are satisfied with product or service.
  • Follow-up with customers in a timely manner, when a service resolution requires investigation.
  • Educate the customer to assist with self-service solutions and to mitigate future product questions.
  • Utilize resources to provide first contact resolution for all contacts.
  • Determine when query requires escalation after available resources have been exhausted.
  • Provide basic troubleshooting assistance with common internet browsers.
  • Maintain a professional demeanor with all customer interactions.
  • Maintain performance metrics expectations and strive for continuous learning to achieve desired goals.
  • Monitor issues and trends and escalate to management as needed.
  • Perform additional duties where needed.

Competencies Required:

  • Excellent active listening skills with a positive attitude, energy, and demeanor.
  • Keen problem solver that is willing to think on their feet and learn quickly.
  • Reliable individual that can always be counted on to give their best work and follow tasks through to completion.
  • Self-starter comfortable taking initiative and finding answers to customer questions.
  • Great at multi-tasking, using multiple software programs to service and find a solution.
  • Excellent written, verbal communication skills, and typing ability.
  • Excellent organizational skills and attention to detail.
  • Understand common internet browsers such as Chrome, Safari, Edge, and Internet Explorer and basic internet concepts including browser navigation, how to download files, incognito/private mode, and URLs.
  • Experience with Microsoft Office Suite preferred.
  • Mastery of the English language.
  • Spanish language skills desired, but not required.
  • Flexibility with work schedule preferred.
  • Ability to communicate directly with others.
  • Desire to have fun while working.
  • Growth and change mindset.

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Prolonged periods of being on the phone/wearing a headset.

Performance Expectations:

  1. Consistently meet metrics for responding to customers in a positive, thorough, timely manner, according to quality scoring standards.
  2. Consistently meet metrics for interaction handling (i.e., interactions per hour, handle time, ACW, etc.).
  3. Work all scheduled shifts and communicate in a timely manger when absences are necessary.


EEO Statement: Certus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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