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Bilingual Customer Support Expert

Named one of the Best Places to Work in 2015, Certify is disrupting the world of expense management with a simple and innovative cloud-based solution that’s scalable for companies of every size and industry. We offer all the energy and opportunity of a startup, plus the strength and stability of a revenue positive industry leader. For professionals in technical, sales, marketing or administrative roles, Certify is the place to bring your talents and truly love what you do for a lifetime.

Certify is looking for a Bilingual (Spanish/English) Customer Support Expert to work the second shift (12PM-9PM PST). The Bilingual Customer Support Expert will report to the Support Manager and will be responsible for assisting with all incoming support requests through our various communication channels. A Support Expert is someone who will always put the customer’s needs first whether it’s a simple how-to question or a more complex software configuration issue. They must be able to learn new technology quickly and have a natural desire to problem solve. 

Responsibilities:

  • Answer incoming support phone calls dealing with how-to and technical issues
  • Respond to incoming support e-mails in a knowledgeable, articulate manner
  • Answer incoming Live Chat requests
  • Create, track, and update support tickets using Zendesk
  • Thoroughly learn as many aspects as the Certify software as possible
  • Think quickly while actively troubleshooting during Support calls
  • Confirm, reproduce, and escalate potential product defects with proper documentation
  • Work closely with other teams including Account Managers and Implementation Coaches to give clients Certify’s CPR Service
  • Remain up-to-date with Certify’s latest product releases

Required Skills:

  • Required hours are Monday - Friday from 12:00 PM to 9:00 PM
  • 1-3 years’ technical support or customer service experience
  • Must be bilingual in Spanish/English
  • Associate or Bachelor’s degree preferred, but not required
  • Strong PC skills including Windows 10 & MS Office
  • Experience with Zendesk or other CRM software a plus!
  • Excellent verbal and written communication skills
  • Enjoys problem solving and assisting others
  • Must be a team-player with a positive attitude
  • Ability to remain organized while multi-tasking
  • Eagerness to learn something new every day
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