Overview: The Customer Support Advocate (CSA) serves as the primary operational point of contact for test center network staff, clients, and test candidates seeking support for Kryterion exam platforms. The CSA is responsible for assessing when escalation is needed and following the appropriate escalation path based on the specific issues. With strong problem-solving, communication, and support skills, the CSA ensures high levels of customer satisfaction. CSAs log issues through Salesforce™ and document troubleshooting solutions to build a knowledge base for common support needs.
Our 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:
- Case Management: Create and manage support cases in Salesforce™ to track and follow up on all issues.
- Record-Keeping: Maintain accurate, well-organized notes on all interactions.
- Client Support: Provide guidance and assistance to the testing network, clients, and candidates.
- Proctor Duties: Consistently demonstrate proficiency in all Proctor-related responsibilities.
- KTN Duties: Perform key tasks including adding/removing KCPs, managing authorization codes, handling ID issues, updating schedules, managing ADA accommodations, relocations, closures, secret shops, capacity improvements, KTC payment issues, contract updates, complaints, test events, test aids, center reports, fee waivers, retention, and reporting for upcoming/completed exams.
- Training & Quality: Ensure quality in KTN phone support through consistent training and adherence to standards.
- Other Duties: Perform additional responsibilities as assigned.
Education and Qualifications:
- Education: High school diploma or equivalent is required.
- Experience: 1-2 years in customer support, preferably in a technical environment.
- Industry Experience: Experience in the testing or certification industry is a plus.
- Technical Skills:
- Proficiency in Salesforce™ or a related case management system.
- Advanced skills in Microsoft Excel, Word, and Outlook.
- Experience with web-based and hosted software applications.
- Customer Service Skills: Commitment to providing outstanding service and achieving customer satisfaction.
- Additional Skills:
- Ability to handle sensitive information confidentially.
- Strong multitasking, analytical, and critical thinking abilities.
- Capacity to remain calm and focused in fast-paced, stressful situations.
- Excellent listening, presentation, written, and verbal communication skills.
- Detail-oriented, results-driven, and passionate about follow-through.
- Strong teamwork and collaboration skills.
Additional Information: Due to departmental demands, flexible availability is required. Schedules may be adjusted with two weeks’ notice, potentially including mornings, mid-shifts, third shifts, weekends, and holidays.
