Customer Support Representative (Remote - Central & Eastern Time Zones)
3.
4 Alpharetta, GA Alpharetta, GA Full-time Full-time Estimated:
$34.
6K - $43.
8K a year Estimated:
$34.
6K - $43.
8K a year 1 day ago 1 day ago 1 day ago About ClearStar ClearStar, Inc.
is a leading provider of Human Capital Integrity technology-based services specializing in background, drug and occupational health screening.
The company offers employers valuable employment intelligence to support better recruiting and decision-making by increasing the quality, reliability, and visibility of information.
A seven-time Inc.
5000 honoree and founding member of the Professional Background Screening Association (PBSA, formerly NAPBS), ClearStar has provided innovative technology solutions to businesses in the human capital management industry from its corporate offices in Alpharetta, Georgia, since 1995.
Since 2020, ClearStar has been a portfolio company of Hanover Investor Management, a London-based private equity firm.
Hanover's investment process, which has been refined over decades of hands-on management of small to mid-size organizations, centers on a deep understanding of each portfolio company's operational and strategic context and market opportunities.
About This Role H-1B Visa Sponsorship Not Available for this role.
Our Customer Support Representatives (CSRs) are ClearStar ambassadors to our clients and candidates.
They are responsible for serving as a direct point of contact to our clients and candidates to provide requested information, training, or resolution for reported issues by performing the following duties:
Duties and Responsibilities Direct interaction via phone; written communication; and Live Chat to provide ClearStar application support.
Provide problem analysis, research, and resolution to Retail Customers, Internal Customers Support and knowledge of ClearStar's Platforms:
Aurora; ScreenMeNow; MIS Admin; Gateway Tools Analyze and provide resolution to reported service configurations, customer configuration Know functionality of Aurora platform features Work directly with Tech Service Team with Retail Case Management Work directly with Records & Verification Team:
Providing order details for Retail clients Configuration for Records / Suppliers Support to Sales; Implementation; & Account Management Team This may include and is not limited to input on ClearStar's platform functionality; features; documentation.
Training of Users, Demos, updating client configurations, etc.
General Training of new user training Training via MS Teams featuring releases to Retail users Familiar with providing demos via MS Teams training for trouble shooting purposes Testing and quality assurance of new system enhancements and releases prior to release.
Initiate and maintain appropriate documentation of case management from initial report through final resolution.
Utilize Salesforce CRM for Case Management Other tasks and responsibilities as assigned by Management Qualifications To perform this job successfully, you must be able to meet Remote Work Qualifications and perform each Essential Skill satisfactorily.
These qualifications are representative of the knowledge, skill, and ability required of our CSRs.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Remote Work Qualifications Access to a reliable and secure high-speed internet connection.
Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
A dedicated home office space that is noise- and distraction-free.
The space should have strong wireless connection or a wired Ethernet connection.
A valid, physical address (apartment, suite, etc.
).
PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
The desire and ability to work and communicate with other team members via chat, webcam, etc.
Essential Skills Attention to detail, accuracy, and consistency Positive outlook and a desire to go above and beyond the call of duty Show initiative and act independently to resolve problems Ability to achieve success independently and collaboratively Effective problem-solving skills Strong and courteous phone conversation skills Advanced computer skills including Microsoft Office Applications Effectively communicate by phone and in person Strong written communication skills Ability to acquire and apply knowledge of company's information technology, products and services Demonstrated ability to manage multiple priorities and follow through on projects to completion Must be able to prioritize workload and meet deadlines and commitments Preferred Skills Previous SalesForce software experience a plus! Knowledge of Personally Identifiable Information (PII), the background screening industry, the Professional Background Screening Association (PBSA), the Fair Credit Reporting Act (FCRA) and/or other compliance regulations is helpful.
Education/
Experience:
Associates degree or higher preferred.
One to two years related experience and/or training; or equivalent combination of education and experience.
Language Ability:
Ability to read, analyze, and interpret general business periodicals, technical procedures, and/or governmental regulations.
Ability to write reports.
Ability to effectively present information and respond to questions from managers and co-workers.
Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to analyze and solve problems involving several concrete variables in standardized situations.
Computer Skills:
To perform this job successfully, an individual should have knowledge of ClearStar's Microsoft Office Applications, live person chat capabilities, order processing systems, case management and database software.
Certificates and Licenses:
Previous experience with internet programs required; previous experience in employment screening industry preferred.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually low to moderate.
Physical Demands:
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.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision and ability to adjust focus.
While performing the duties of this job, the employee is regularly required to use hands; reach with hands and arms and talk or hear.
The employee is frequently required to sit.
The employee is occasionally required to walk short distances.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
4 Alpharetta, GA Alpharetta, GA Full-time Full-time Estimated:
$34.
6K - $43.
8K a year Estimated:
$34.
6K - $43.
8K a year 1 day ago 1 day ago 1 day ago About ClearStar ClearStar, Inc.
is a leading provider of Human Capital Integrity technology-based services specializing in background, drug and occupational health screening.
The company offers employers valuable employment intelligence to support better recruiting and decision-making by increasing the quality, reliability, and visibility of information.
A seven-time Inc.
5000 honoree and founding member of the Professional Background Screening Association (PBSA, formerly NAPBS), ClearStar has provided innovative technology solutions to businesses in the human capital management industry from its corporate offices in Alpharetta, Georgia, since 1995.
Since 2020, ClearStar has been a portfolio company of Hanover Investor Management, a London-based private equity firm.
Hanover's investment process, which has been refined over decades of hands-on management of small to mid-size organizations, centers on a deep understanding of each portfolio company's operational and strategic context and market opportunities.
About This Role H-1B Visa Sponsorship Not Available for this role.
Our Customer Support Representatives (CSRs) are ClearStar ambassadors to our clients and candidates.
They are responsible for serving as a direct point of contact to our clients and candidates to provide requested information, training, or resolution for reported issues by performing the following duties:
Duties and Responsibilities Direct interaction via phone; written communication; and Live Chat to provide ClearStar application support.
Provide problem analysis, research, and resolution to Retail Customers, Internal Customers Support and knowledge of ClearStar's Platforms:
Aurora; ScreenMeNow; MIS Admin; Gateway Tools Analyze and provide resolution to reported service configurations, customer configuration Know functionality of Aurora platform features Work directly with Tech Service Team with Retail Case Management Work directly with Records & Verification Team:
Providing order details for Retail clients Configuration for Records / Suppliers Support to Sales; Implementation; & Account Management Team This may include and is not limited to input on ClearStar's platform functionality; features; documentation.
Training of Users, Demos, updating client configurations, etc.
General Training of new user training Training via MS Teams featuring releases to Retail users Familiar with providing demos via MS Teams training for trouble shooting purposes Testing and quality assurance of new system enhancements and releases prior to release.
Initiate and maintain appropriate documentation of case management from initial report through final resolution.
Utilize Salesforce CRM for Case Management Other tasks and responsibilities as assigned by Management Qualifications To perform this job successfully, you must be able to meet Remote Work Qualifications and perform each Essential Skill satisfactorily.
These qualifications are representative of the knowledge, skill, and ability required of our CSRs.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Remote Work Qualifications Access to a reliable and secure high-speed internet connection.
Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
A dedicated home office space that is noise- and distraction-free.
The space should have strong wireless connection or a wired Ethernet connection.
A valid, physical address (apartment, suite, etc.
).
PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
The desire and ability to work and communicate with other team members via chat, webcam, etc.
Essential Skills Attention to detail, accuracy, and consistency Positive outlook and a desire to go above and beyond the call of duty Show initiative and act independently to resolve problems Ability to achieve success independently and collaboratively Effective problem-solving skills Strong and courteous phone conversation skills Advanced computer skills including Microsoft Office Applications Effectively communicate by phone and in person Strong written communication skills Ability to acquire and apply knowledge of company's information technology, products and services Demonstrated ability to manage multiple priorities and follow through on projects to completion Must be able to prioritize workload and meet deadlines and commitments Preferred Skills Previous SalesForce software experience a plus! Knowledge of Personally Identifiable Information (PII), the background screening industry, the Professional Background Screening Association (PBSA), the Fair Credit Reporting Act (FCRA) and/or other compliance regulations is helpful.
Education/
Experience:
Associates degree or higher preferred.
One to two years related experience and/or training; or equivalent combination of education and experience.
Language Ability:
Ability to read, analyze, and interpret general business periodicals, technical procedures, and/or governmental regulations.
Ability to write reports.
Ability to effectively present information and respond to questions from managers and co-workers.
Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to analyze and solve problems involving several concrete variables in standardized situations.
Computer Skills:
To perform this job successfully, an individual should have knowledge of ClearStar's Microsoft Office Applications, live person chat capabilities, order processing systems, case management and database software.
Certificates and Licenses:
Previous experience with internet programs required; previous experience in employment screening industry preferred.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually low to moderate.
Physical Demands:
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.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision and ability to adjust focus.
While performing the duties of this job, the employee is regularly required to use hands; reach with hands and arms and talk or hear.
The employee is frequently required to sit.
The employee is occasionally required to walk short distances.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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