Position Summary:
The Customer Support Advocate III (CSA III) serves as the primary operational contact for Kryterion’s clients and testing candidates requiring assistance across all exam platforms. CSA III team members are responsible for identifying when issues need to be escalated and ensuring the appropriate escalation path is followed. This role requires excellent problem-solving, communication, and support skills to consistently deliver high levels of customer satisfaction. CSA IIIs track and manage cases using a customer relationship management tool (CRM), documenting troubleshooting solutions for common issues in a knowledge base.
As part of the Kryterion Solutions Team, CSA IIIs represent the highest level of support within the TDS department.Our Values:
- Our Values
- We are one team
- We Build Trust
- We Continuously Improve
- We Listen and Learn From Each Other
- We Help Our Customers Succeed
- We Own It
- We Face Challenges with Optimism
Key Responsibilities:
- Create and manage support cases in one or more CRM systems, following up as needed and resolving any assigned cases.
- Maintain accurate and detailed case notes.
- Communicate professionally in all internal and external interactions.
- Handle candidate and client complaints, providing escalation resolution or service recovery as needed.
- Provide outbound support for candidate or client escalations.
- Manage rescheduling requests due to weather, system downtime, or other disruptions.
- Handle Salesforce to Kryterion (S2K) support cases and other client-branded support.
- Assist with internal TDS Support and TDS Webform queue cases.
- Provide backup for front office and general support teams as needed.
- Serve as an escalation point for support chats or calls.
- Participate in special teams, including Service Recovery & Escalations and Candidate Outreach Support.
- Perform other duties as assigned based on business needs.
Qualifications and Requirements:
- Experience in a help desk or support center.
- Familiarity with Salesforce™, Zendesk, or related case management systems.
- Experience with web-based and hosted software applications.
- Ability to work both independently and collaboratively.
- Strong soft skills for effective communication.
- Ability to remain calm and professional in escalated conversations.
- Excellent listening, presentation, written, and oral communication skills.
- Detail-oriented and results-driven with strong follow-through.
- Ability to manage multiple tasks and solve problems effectively.
- High level of confidentiality and discretion.
- Strong analytical and critical thinking skills.
- Commitment to providing exceptional customer service and ensuring customer satisfaction.
- Proficiency in Microsoft Excel, Word, and Outlook.
- Proficiency in OLP Chat (Online Proctoring) and Live Chat (Online Proctoring).
Experience:1-2 years of customer support experience with a technical focus. Experience in the testing/certification industry is a plus.Education:High school diploma or equivalent required.
