Overview:
The Supervisor, TDS, is responsible for overseeing the daily activities of Proctors and Customer Support Technicians within Kryterion’s 24/7 Test Delivery Services department. This role is crucial in leading the team to deliver the highest level of customer service while maintaining exam security by ensuring quality standards are consistently met. The Supervisor will provide ongoing training, coaching, and development opportunities, closely monitor employee performance and attendance, and collaborate with other departments to implement software and process improvements.The Supervisor, TDS, must possess comprehensive knowledge of Webassessor™, rapidly absorb changes, updates, and functions, and quickly identify and resolve technical difficulties.
They will also ensure that all support staff are informed of escalations or assistance required.Kryterion Values:
- 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:
- Engage with contacts from the Kryterion testing network center, clients, and test-takers via chat, phone, and email, addressing any questions, concerns, modifications, or technical issues promptly.
- Utilize CRM and other systems to create and manage support cases, ensuring thorough follow-up and maintaining accurate, well-organized notes.
- Monitor and proactively communicate ongoing issues that impact customer satisfaction, ensuring timely resolution.
- Provide on-site guidance and support to the testing network, clients, and candidates as needed.
- Supervise, develop, lead, and motivate a team of 20 to 30 members to deliver exceptional technical and non-technical support.
- Be available to assist employees and resolve a wide variety of concerns.
- Recommend performance evaluations for team members.
- Assign duties to the team based on operational needs.
- Recommend staffing decisions based on business requirements.
- Escalate cases that cannot be closed within 48 hours to the appropriate source for further review and assistance.
- Review all cases daily to ensure accuracy and completeness.
Education:
- Bachelor’s degree in Business Management preferred, or equivalent work experience.
- High school diploma or equivalent required.
Qualifications:
- 2-4 years of experience as a customer support supervisor, preferably in a technical environment. Experience in the testing/certification industry is a plus.
- Knowledge of Internet technologies (PC and Mac internet browsing capabilities), operating systems, third-party security software, and case management systems (Salesforce™).
- Excellent listening, presentation, written, and oral communication skills.
- Results-oriented with strong attention to detail.
- Enthusiastic with a passion for follow-through.
- Strong team player with the ability to manage multiple issues and demonstrate excellent problem-solving skills.
- Strong analytical and critical thinking abilities.
- High level of integrity—background check required.
- Ability to maintain focus and sit for extended periods.
- Ability to engage positively and successfully manage conflict.
- Experience in developing, leading, and motivating a team of professionals to deliver high-quality technical and non-technical support.
- Experience in a help desk support center is a plus.
- Experience with 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 possess outstanding customer service skills with a strong commitment to customer satisfaction.
Equal Opportunity Employer Statement:We are an Equal Opportunity Employer and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices based on race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition, disability, or any other legally protected status.
