Customer Support Advocate Tier II (Live Chat) Day

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THIS IS NOT A REMOTE POSITION. You may qualify to work from home after 90 days of employment based on performance and attendance.

*Weekends are required for this position*

Pay: $16.50 - $18 per hour

Customer Support Advocate (CSA) is the principle operational point of contact for the testing network staff, clients, and testing candidates in need of support for all Kryterion exam platforms. CSAs are responsible for determining when an escalation is necessary and will determine the correct escalation path based on the issue(s). The CSA uses strong problem-solving skills, combined with excellent communication and support skills to maintain high levels of customer satisfaction. CSA's track issues through Salesforce™ while also documenting troubleshooting solutions for use in a knowledgebase for common support needs.

The CSA must be able to gain the knowledge of Webassessor™ (KRYTERION's proprietary internet based online test creation and delivery system) and identify the causes of technical difficulties, within your first 90 days of employment with Kryterion.

BENEFITS:

• Cigna Medical, Dental & Vision benefits.
• 10 hours of PTO per month.
• 40 hours of sick time available from day one.
• 9 floating holidays
• Parental leave
• 401K
• Referral Bonus $1500
• Tuition Reimbursement Program
• Dress code is business casual

REQUIREMENTS:

• One to two years of customer support experience and technical expertise. Testing/Certification industry experience a plus
• Experience in a help desk support center a plus
• Experience in the use of Zendesk or a related case management system is a plus
• Power user with Microsoft Excel, Word, and Outlook
• Experience with web-based software and hosted software applications
• Provide outstanding customer service with a commitment to customer satisfaction
• Due to the demands of our department, applicants must have flexible availability and acknowledge that work schedules can be changed with two weeks' notice, including mornings, mid-shift, third shift, weekends, and holidays
• Maintain a high level of confidentiality

Essential Job Functions:

• Create support cases in Salesforce™ tracking system for all occurrences and follow-up on issues as needed
• Maintain accurate and well-ordered notes
• Learn “how” to provide guidance and support to the testing network, clients and candidates as needed
• Is skilled and demonstrates consistent abilities of all Proctor duties and
  • Basic KTN duties: add, remove KCP's, Auth codes, ID issues, emails, and phone
  • OLP Chat training and quality is demonstrated
• Other duties as assigned

Knowledge, Skills, & Abilities:

• Knowledge of some or all 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 self-starter with a passion for follow-through
• Excellent team player
• Multi-tasking ability and 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 manage stress levels; remain calm and controlled in fast-paced, stressful situations

Our 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

Education:

High school diploma or equivalent is required

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.