Virtual Assistant - Chicago, Illinois

Quality Certain Inc, a global tech services and consulting firm headquartered in Atlanta, is seeking a Customer Service Representative to deliver reliable, high-quality support to our clients and users. You will serve as a frontline advocate, resolving inquiries, troubleshooting product and service issues, coordinating with technical teams, and ensuring a secure, professional, and customer-centric experience. This role requires excellent communication, problem-solving, and the ability to document and improve processes while upholding our values of quality, integrity, and dependable delivery across diverse global markets.

• Respond promptly and professionally to customer inquiries via phone, email, chat, and ticketing systems
• Troubleshoot and resolve product and service issues, escalating to technical or consulting teams when necessary
• Own cases end-to-end: intake, diagnosis, resolution, follow-up, and closure with clear documentation
• Educate customers on product features, best practices, and self-service resources to drive adoption
• Capture accurate details, categorize issues, and maintain up-to-date records in CRM/ticketing tools
• Coordinate with cross-functional teams (engineering, consulting, cloud, integration) to ensure timely resolutions
• Monitor SLAs and prioritize workload to meet or exceed response and resolution targets
• Identify trends, recurring issues, and customer feedback to inform continuous improvement
• Protect customer data and adhere to security and privacy policies and procedures
• Contribute to knowledge base articles, FAQs, and internal playbooks for scalable support
• Participate in quality reviews, training, and process improvement initiatives
• Represent Quality Certain Inc values in every interaction with empathy, clarity, and accountability

• 1–3 years of customer service, technical support, or client-facing experience in a technology or consulting environment
• Excellent written and verbal communication skills with a customer-first mindset
• Proven troubleshooting and problem-solving skills, including the ability to triage and escalate effectively
• Experience with CRM and ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, or similar)
• Strong organizational skills: manage multiple inquiries, prioritize by impact/urgency, and meet SLAs
• Comfort learning and explaining software, cloud, or IT service concepts to non-technical users
• Attention to detail with disciplined case notes and documentation practices
• Ability to collaborate across global teams and work effectively with diverse stakeholders
• High standards of integrity, professionalism, and data privacy/security awareness
• Flexibility to support rotating shifts or extended hours as business needs evolve
• Nice to have: exposure to ITIL practices, basic understanding of APIs/integrations/cloud services, and experience in a B2B environment

We also offer these competitive advantages: Competitive Salary, 401k Savings plan w/ company matching  Pension plan  Paid vacation time  Paid Holiday time  Medical, Prescription Drug, & Dental Coverage  Tuition Assistance Program  Employee Assistance Program, Wellness Programs, Bonus Plan and more

Quality Certain Inc is a leading Information Technology services and consulting company headquartered in Atlanta, Georgia, with development centers in India and Lagos, Nigeria. The company provides end-to-end technology solutions, including software development, systems integration, cloud services, and IT consulting, helping clients modernize operations and deliver reliable, secure digital experiences. To deliver reliable, high-quality technology solutions that enable businesses to operate efficiently, scale confidently, and achieve measurable outcomes across global markets.