Position Summary:
The Test Delivery Services – Shift Support Lead serves as the second operational point of contact for testing network staff, clients, and candidates during escalations. This role provides secondary support alongside TDS Supervisors, assisting in queue management, case handling, and offering necessary support to TDS Supervisors.Key Responsibilities:
- Respond promptly to contacts from Kryterion’s testing network, clients, and test takers via chat, phone, and email to address questions, concerns, modifications, or technical issues.
- Create and manage support cases in the Salesforce™ tracking system, ensuring timely follow-up as needed.
- Monitor and proactively communicate ongoing issues that may impact customer satisfaction, working towards a timely resolution.
- Support CSAs, proctors, and other TDS supporting department personnel by providing quick, logical responses, reassurance, and confidence, ensuring timely resolution.
- Resolve complex hardware and software-related support issues.
- Provide guidance and support to the testing network, clients, and candidates in cases of escalation.
- Assist in assigning duties to CSAs and proctors in collaboration with Supervisors, including managing Real-Time Adherence (RTA), assigned queues, and varying forms of contact.
- Ensure successful performance of assigned duties and communicate performance expectations clearly.
- Follow up on Candidate requests, concerns, or problems until resolved to their satisfaction.
Qualifications:
- 1-2 years of experience in a customer support Team Leader, Shift Lead, or subject matter expert role, preferably in a technical environment.
- Enthusiastic self-starter with a strong commitment to follow-through.
- Excellent team player with multi-tasking ability and problem-solving skills.
- Strong analytical and critical thinking skills.
- High level of integrity and the ability to maintain focus for extended periods.
- Ability to manage stress levels and remain calm in fast-paced, stressful situations.
- Experience with Web-based and hosted software applications.
- Experience in a help desk support center is a plus.
- Outstanding customer service skills with a commitment to customer satisfaction.
- Knowledge of Internet technologies, Operating Systems, third-party security software, and case management systems (Salesforce, Zendesk, etc.).
- Proficient in listening, presentation, written, and oral communication skills.
- Results-oriented with great attention to detail.
Additional Responsibilities:
- Provide assistance to other departments as needed.
- Foster a motivational environment and exhibit a leadership attitude.
- Encourage continued development of the team and provide opportunities for future growth and advancement.
- Maintain a high level of confidentiality.
- Perform other duties and tasks as assigned.
Additional Information:
- Dress Code: Business casual.
- Work Schedule: 40-hour work week (may include weekends, nights, and holidays).
- Overtime: Must be approved by the Operations Manager of the Testing Delivery Service department.
Reporting Structure:Shift Support Leads are required to work onsite and will report to both the Operations Manager for overall development and training, and the TDS Supervisors, who will provide targeted development and weekly feedback.
