The Supervisor, TDS is responsible for overseeing the daily activities of Proctors and Customer Support Technicians in Kryterion’s 24/7 Test Delivery Services department.
The Supervisor, TDS will help lead the team to the highest level of customer service and preservation of exam security by ensuring that quality standards are achieved. They will provide ongoing training, coaching, and development opportunities while closely tracking employee performance and attendance. The role will also collaborate with other departments to offer software and process improvements.The Supervisor, TDS, is responsible for complete knowledge of Webassessor™, including rapid absorption of changes, updates and functions, and rapidly identifying any causes of technical difficulties for immediate resolution, ensuring that all other support staff are advised of escalations or assistance required.Kryterion Values Are:
- We Own It
- We Face Challenges with Optimism
- We Are One Team
- We Continuously Improve
- We Listen and Learn From Each Other
- We Build Trust
- We Help Our Customers Succeed
Key Responsibilities:
- Engages with contacts from the Kryterion testing network center, clients, and test-takers via chat, phone, and email, and address any questions/concerns, modifications, and/or technical issues immediately.
- Using CRM and other types of systems, creates and manages support cases for all occurrences and ensures follow-up on issues as needed, maintaining accurate and well-ordered notes.
- Monitors and proactively communicates ongoing issues that impact customer satisfaction and help ensure timely resolution.
- Provides on-site guidance and support to the testing network, clients, and candidates as needed.
- Supervises, develops, leads and motivates a team of 20 to 30 members to deliver excellent technical and non-technical support.
- Be available to assist employees and resolve a wide variety of concerns.
- Recommends evaluation of the performance of team members.
- Assign duties to the team as needed.
- Recommends staffing decisions based on business needs.
- Escalates any cases that cannot be closed within 48 hours to the appropriate source for review and assistance.
- Reviews all cases daily, ensuring accuracy and completeness.
Education:
- Bachelor’s in Business Management preferred or work experience equivalent.
- High school diploma or equivalent required.
Qualifications:
- 2 - 4 years of customer support supervisor experience preferably in a technical environment. Testing/Certification industry experience is preferred.
- Knowledge of some or all of the following: Internet technologies (PC and Mac internet browsing capabilities), Operating System and third-party security software as well as case management systems (Salesforce™).
- Excellent listening, presentation, written, and oral communication skills.
- Results-oriented with great attention to detail.
- Enthusiastic with a passion for follow-through.
- Excellent team player.
- Ability to manage multiple issues and demonstrate excellent problem-solving skills.
- Strong analytical and critical thinking skills
- High level of integrity – a background check is required.
- Ability to maintain focus and sit for extended periods of time.
- Ability to positively engage with and successfully manage conflict.
- Experience in developing, leading, and motivating a team of professionals to deliver excellent technical and non-technical support.
- Experience in a help desk support center is a plus.
- Experience in the use of Salesforce™ or a related case management system is a plus.
- Advanced experience with Microsoft Excel, Word, and Outlook.
- Experience with Web-based software and hosted software applications.
- Must have outstanding customer service skills with a commitment to customer satisfaction.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.
