Customer Support Specialist I

Sertifi is a leading technology company dedicated to helping businesses finalize business faster, providing a complete agreements platform for the Hospitality and Travel industry. Brands like Marriott, Topgolf, and AEG Worldwide trust Sertifi to efficiently and securely sign documents, exchange card authorizations, and complete payments with their customers. Sertifi's easy-to-use platform helps tens of thousands of businesses in more than 135 countries, with more than $5 billion in payment requests sent through the system annually. With decades of experience in Hospitality and Travel, Sertifi is building a network that gives guests and travelers across the globe a great experience from the start.

The Customer Support Specialist I provides front-line, first-response support to our customers to ensure a positive and memorable service experience. As part of our Customer Support Team, you will be responsible for ensuring that all customer interactions result in high-quality and efficient problem resolution. You will handle an average of 600 solved cases monthly, requiring technical expertise, problem-solving skills, and exceptional customer service. 

This position will report to our Manager of Customer Support.

Candidates must be based in the United States, in Chicago, or within a Sertifi approved state for remote work: 
AZ, CO, FL, GA, IA, ID, IL, IN, MA, MD, ME, MI, MN, MO, NC, NH, NJ, OR, PA, TN, TX, VA, WI 
Throughout the interview and onboarding process, Sertifi also reserves the right to conduct independent reference checks to verify past experience and performance in addition to our standard background check and onboarding procedures. 
Total compensation for this role is subject to, and will be determined by skill, level of overall experience, past experience within SaaS or within the hospitality and travel industry, and through our interview process. Sertifi has a standardized budget for this role with a target range between $50k-55k base salary.
Challenges You'll Tackle:

• Respond to customer support tickets, calls, and emails in a professional and prompt manner.
• Provide technical support for complex tickets. 
• Analyze error logs, replicate issues, and deliver actionable data to engineering teams to ensure effective resolution of bugs and escalated cases. 
• Communicate complex technical issues clearly to both customers and internal teams, ensuring accurate documentation and timely updates. 
• Maintain accurate records of all activities and interactions in Zendesk, including progress on escalated tickets. 
• Establish strong relationships with customers to improve satisfaction and loyalty. 
• Assist with documentation creation, knowledge base updates, and account setup as needed. 
• Rotate within the holiday support schedule as needed. 

What You'll Need to Succeed:

• Bachelor’s Degree preferred from a four-year accredited College/University or 2+ years of customer service experience in a technical support environment (B2B/SaaS preferred).
• Experience with Zendesk (Explore and Help Center functionality), Jira, DataDog, and SaaS user interfaces. 
• Experience troubleshooting issues and reporting bugs with clear, actionable details for engineering teams. 
• Past experience with SOP development and documentation creation. 
• Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences. 
• Excellent analytical and problem-resolution skills. 
• Ability to screen share with clients, handle inbound calls, and provide patient, customer-focused support. 
• Strong organizational skills, with a self-motivated and self-learner attitude. 
• Background in eCommerce and hotel operations or property management systems is a plus. 

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 time.
What’s in it for you:
You will work in a collaborative 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, Unlimited PTO, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with 4% 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.