Customer Support Specialist I

The Customer Support Specialist works with our Operations team to assist in providing top quality
customer support to all Certrec customers. The Customer Support Specialist reports directly to the
Customer Support Supervisor.

Essential Functions

The essential functions of the Customer Support Specialist include, but are not limited to:

• Identifying problems/issues within Certrec Products (terminology, bugs, enhancement, interface, paradox, security, redundancy, procedural, consistency, accuracy, marketing).
• Answering phones, accepting deliveries, answering door.
• Supporting all inbound support@certrec.com emails.
• Supporting all inbound Certrec Support chat.
• Supporting all inbound Certrec telephone calls.
• Assisting Certrec employees with website usage and reports of issues, if needed.
• Preparing USA materials.
• Formatting various documents and monitoring them through the review process.
• Assisting external Project Managers, as instructed.
• Preparing and processing contractor agreements.
• Learning and staying current on all Certrec websites and products.
• Assisting in developing current customer relations and facilitating new ones.
• Assisting the Customer Support Supervisor and with tasks in other departments, as needed.
• Other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform this list of
essential functions

Required Education and Experience

• An associate's degree or equivalent college credit hours (60) from an accredited university, or 2-4 years of related work experience.
• Proficiency in Microsoft tools, Adobe, and most web browsers.
• Ability to assist both internal and external users with web-tool and access issues.

Skills, Knowledge, and Abilities

• Communication Skills: Able to clearly communicate verbally and in writing in English.
• Multitasking: Able to simultaneously perform multiple assignments.
• Interpersonal Skills: Team player able to interface effectively with different levels of the organization both internally and with clients.
• Computers & Software: Basic working knowledge and ability using Microsoft Excel, Outlook, and Word.
• Able to work independently with some oversight or with a team.
• Must abide by all Company Policies and Procedures.

Background Requirements and Work Authorization

• US Citizenship Required
• Background Investigation
• Background Check

Physical Demands

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Adjusting, lifting, or moving objects up to 20 pounds in all directions.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands, and/or fingers.
• Sedentary work that primarily involves sitting/standing in front of computer monitors.