Strategic Technical Account Specialist

Requirements

3+ years of experience in a customer-facing role

Strong written and verbal communication skills

Advanced problem-solving and critical thinking abilities

Excellent analytical skills to identify root causes and deliver effective solutions

Proven track record of handling complex customer inquiries efficiently

Ability to navigate ambiguous scenarios and think creatively

Customer-centric mindset with high empathy and adaptability

Proficiency in CRM systems, support tools, and chat systems

Experience in maintaining and improving knowledge bases

Familiarity with FCRA standards and compliance (or willingness to learn)

Ability to thrive in a fast-paced, ever-changing environment

Strong multitasking skills and effective time management

Passion for continuous learning and process improvement

Comfortable with technology and able to adapt to new tools quickly

Strong research skills and attention to detail

Ability to synthesize complex information and present findings clearly

Team player with a positive attitude and willingness to learn

Experience mentoring or guiding team members (preferred)

Proficiency in data analysis and reporting tools (preferred)

High school diploma or equivalent; Associate's degree preferred

An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes

What the job involves

The Strategic Technical Account Specialist at Checkr is a pivotal role that combines advanced problem-solving skills with a customer-centric approach. This position requires handling sensitive information with care, swiftly resolving complex issues, and maintaining high-quality support standards

As a subject matter expert, you'll guide team members, contribute to process improvements, and drive innovation in our support services. Your empathy, adaptability, and excellent communication skills will be crucial in delivering exceptional customer experiences that align with Checkr's mission of building a fairer future in the hiring industry

This role offers the opportunity to make a significant impact on our operations while fostering a culture of excellence in customer support

Handle high volumes of customer inquiries via various channels with professionalism

Deliver exceptional, personalized customer service

Swiftly resolve complex issues while maintaining quality and meeting deadlines

Serve as a Subject Matter Expert on products, features, and common issues for your customer portfolio

Proactively identify and implement operational gaps that impact customer experience

Contribute to team knowledge base and training materials for a specialized group of accounts

Collaborate with cross-functional teams to resolve complex issues

Maintain strong relationships with key stakeholders, including our Sales, Customer Success, Implementations, Shared Services, and Escalations groups to proactively identify unique customer requirements for our Enterprise and Strategic accounts

Stay up-to-date with product knowledge and industry trends

Meet or exceed performance metrics and quality standards

Support new business initiatives to improve customer and agent experiences

Handle sensitive information with utmost care and confidentiality

Generate regular reports on customer issues, trends, candidate outreach, and general support performance

Serve as a Point of Contact for new onboarding customers and maintain relationship that includes reporting, insights to Success teams, and informing internal team of updates

Conduct in-depth research to resolve complex customer inquiries

Analyze data to identify patterns and suggest improvements in support processes

Assist other Support teams as needed by the business

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