Customer Support Specialist I

The basic function of the Customer Support Specialist I is to support Certrec customers and internal staff by responding to inquiries, managing access-related requests, assisting with document and workflow tasks, and ensuring timely and accurate processing of customer support activities. The Customer Support Specialist I reports to the Customer Support & Data Services Manager and works closely with team members to deliver high-quality service and operational support. It is expected that the Customer Support Specialist I will support in the following areas:

Providing timely support through phone, chat, and email interactions
Processing access requests and account-related updates
Supporting internal workflows and document preparation needs
Assisting with reporting, data entry, and content updates as assigned

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

Greeting visitors by answering the door and assisting them as needed.
Answer all incoming phone calls and provide direct support to callers.
Respond to customers through Live Chat, addressing questions and resolving issues in real time.
Process access-related requests, including unlocking accounts and completing re-verification steps for internal applications.
Review and respond to contact requests submitted through Certrec.com.
Generate reports for internal teams and external clients.
Support TaktixWF operations, including formatting and preparing proposals, résumés, contracts, and letters for internal use.
Create CATS Groups as needed to support workflows.
Assist with guideline workflows, ensuring documents and tasks move through the proper steps.
Research and resolve email delivery issues, including reviewing bounce-back reports and documenting corrective actions.
Support Certrec Academy and CIMS updates, including correcting outdated references in training materials.
Review and respond to CertrecTV feedback emails, documenting issues or addressing needs directly.
Manage file transfer and document-sharing sites used for client and internal exchanges.
Process and archive training records to maintain accurate documentation.
Update RegSource email subscriptions in Amazon WorkMail as needed.
Monitor and manage the Support shared inbox, creating and assigning customer support tickets.
Perform other duties as assigned to support customer service and operational needs.

Skills, Knowledge, and Abilities

Communication Skills: Ability to clearly communicate verbally and in writing in English.
Multi-tasking: Ability to manage multiple assignments simultaneously in a fast-paced environment.
Interpersonal Skills: Team player with the ability to interface effectively with internal staff and clients.
Computers & Software: Basic working knowledge of Microsoft Excel, Outlook, and Word, along with the ability to learn company systems and web-based tools.
Must be able to work independently with some oversight or within a team environment.

Education

Required:

A high school diploma or higher.

Experience

Required:

0–2 years of experience in customer support, administrative support, or related activities.

Physical Requirements

Ability to remain in a stationary position for long periods while working at a computer.
Ability to operate a computer and other standard office equipment.
Ability to occasionally move about the office as needed, if working on site.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.