Support Representative

Who We Are At Certn, we’re revolutionizing background screening with The World’s Easiest Background Check — fast, global, and powered by tech. We’re not about outdated processes and red tape. We’re about innovation, speed, and impact. If you’re looking for a place where ownership, collaboration, and creativity thrive, this is it. The Opportunity We’re seeking a Support Representative to join our support team in the APAC region. In this role, you’ll assist customers and clients via phone, email, and chat to help them complete their background checks efficiently. You’ll also be responsible for manual fulfillment of background check products, managing sensitive information with care, and supporting continuous improvement across our processes and systems. We’re looking for a reliable team member to join us on a casual basis. As a casual employee, you won’t have guaranteed hours - shifts will be offered based on business needs, and you can choose to accept or decline them. You’re also welcome to share additional availability, and we’ll schedule you whenever possible. This role is ideal for someone seeking flexible work without a minimum hour commitment. Key Responsibilities Fulfillment of Checks Complete automated and manual fulfillment of checks for customers and business clients. Make verification and fulfillment enquiries to companies and institutions around the globe. Meticulously evaluate identification provided against data in source fields and ensure quality of submissions meets requirements. Manage highly confidential information in a matter that aligns with regional privacy and compliance directives. Verify details such as customer’s identities, personal information, criminal history, current and previous employment, education, professional licences, certifications, references and other public record information. Record confirmed details in Certn/Intercheck’s platforms. Meet daily volume and accuracy quotas. Write accurate reports, flagging any discrepancies. Quality check files to ensure the client’s specific and regulatory standards are met. Support Ensure all communications via phone, email and chat feature, meet the highest degree of empathy, service, clarity and quality. Answer calls from the support line and contact clients and candidates for missing information. Communicate with third parties such as employers, schools, law enforcement partners, ACIC, vendors and online databases to verify information. Deal with client questions and concerns in a timely manner. Teamwork & Collaboration Understand current background check requirements and demonstrate a philosophy of continuous improvement actively looking for new opportunities to create more efficient, effective and high quality processes. Provide support to peers whether it be assisting with workloads, answering questions, or supporting new hire training initiatives. Key Requirements Education - High school graduate or equivalent work experience in a related field. Attention to Detail - Ability to identify inconsistencies, errors, or discrepancies in documentation or data. Data Entry and Accuracy - Proficient in entering data into platforms with a high level of precision and consistency. Written Communication - Able to produce clear, concise, and grammatically correct written reports and messages. Verbal Communication - Confident in phone-based interactions with clients and third parties, maintaining clarity and professionalism. Time Management - Capable of meeting volume and accuracy quotas while balancing multiple tasks and deadlines. Customer Service Orientation - Skilled in providing empathetic and solutions-focused service to diverse stakeholders via email, chat, and phone. Confidentiality & Compliance Awareness - Understands and applies confidentiality and privacy protocols when handling sensitive information. Computer Literacy - Comfortable using web-based platforms, spreadsheets, and standard communication tools (e.g., email, chat systems). Experience - 1 to 2 years in an entry-level office role ideally within fast-paced environment. Why You Should Be Excited Flexibility Remote role with teammates across North America and the UK Global Collaboration Partner with experienced support teams in multiple regions Culture Collaborative, async-friendly, and innovation-focused. A Little Bit More About Us Certn is a growing global technology company reinventing 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 one of the fastest-growing start-ups in the sector. Just so you know, the selected candidate will be required to complete a background check — so you’ll get to see first-hand what we do. Certn is committed to equal opportunity, inclusion, and diversity. If you have a disability that requires accommodation at any stage of the recruitment process, please let us know how we can best assist you. Ready to build your career and make an impact? Apply now and start your journey with Certn. #J-18808-Ljbffr