Bilingual Tech Support Consultant - Work From Home

Bilingual Support Specialist (FR/EN)

Tuesday - Saturday, 1pm - 9pm AST or

Sunday - Thursday, 1pm - 9pm AST

At Certn, we’re revolutionizing background screening with The World’s Easiest Background Check—fast, global, and powered by tech. We’re about innovation, speed, and impact.

We’re soccer players, DIY creators, spicy food lovers, karaoke superstars, wine connoisseurs, and so much more! We’re looking for a Bilingual Support Specialist (FR/EN) reporting directly to our Customer Support Team Lead . Your primary responsibility will be to resolve product or service issues efficiently and effectively through various communication channels while adhering to our quality assurance standards. The role requires a holistic response to helping people that delivers the highest level of customer service and creates raving fans.

Success in this role hinges on your ability to thrive in ambiguity and swiftly adapt to change, while maintaining exceptional customer service standards across diverse channels. As a self-starter, you'll navigate challenges independently, ensuring seamless support experiences for our users.

Here’s what our Director of Customer Support has to say:

“Every interaction with our dynamic support team truly makes a difference. We are here to guide individuals through the background screening journey, which can be intimidating, but not with the help of our expert Support Specialists. Certn is committed to a strong feedback loop between Support and Product, where we continuously improve thanks in part to the thoughts and opinions of the Support Specialists working the frontline everyday.”

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.

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 to customers.

Participate in monthly 1:1 sessions with Team Leader for performance evaluation and career development discussions.

Provide constructive feedback to team leads and managers on the effectiveness of the customer support experience, internal workflows, tools, and company products/services.

Assist in documenting feedback and current/new processes to facilitate continuous improvement within the organization.

High school graduate or equivalent

High standards of written and oral business English and French

Familiarity with Google suite, general software and web applications

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

The following will be considered strong assets:

• 2 or more years of experience in tech environments, data entry, and customer service. Bonus if there’s previous experience in working for a Start-up
• 10 days vacation - accrued on service
• IT equipment, and work from home allowance
• Healthcare Spending Account

We firmly believe that the strength of our company is rooted in diversity, and we encourage every individual to bring their authentic selves to work. If you have a disability that requires accommodation during any stage of our recruitment process, please let us know how we can best assist you.

This is a global support role, supporting clients and applicants with their background screening needs in the United Kingdom, North America and Asia-Pacific. Certn is a growing global technology company that is looking to reinvent the way organizations build Trust in People with technology and AI-backed background checks. Having recently been named one of Canada’s Companies-to-Watch in Deloitte’s Technology Fast 50™ Awards, we are becoming one of the fastest-growing start-ups.

We firmly believe that the strength of our company is rooted in diversity, and we encourage every individual to bring their authentic selves to work. If you have a disability that requires accommodation during any stage of our recruitment process, please let us know how we can best assist you.

At Certn, we use national averages to develop our salary ranges which ensures that our salaries are competitive based upon where you live.