Customer Support Advocate Tier II (live Chat)

Location: This is NOT a remote position. However, after your first 90 days, based on performance and attendance, you may qualify for a work-from-home option.

Pay: $16.50 - $18.00 per hour

Start Date: Join our new training class starting on 10/14/2024!

What You’ll Do:

As a Customer Support Advocate (CSA) at Kryterion, you will be the main point of contact for our testing network staff, clients, and candidates. Your role will be essential in ensuring seamless support for all Kryterion exam platforms. By using your strong problem-solving abilities and excellent communication skills, you'll provide top-notch service and maintain high levels of customer satisfaction. You’ll be responsible for determining when an issue needs escalation and selecting the correct path to resolution.

Our ideal CSA is curious, dedicated, and passionate about helping customers succeed. You’ll become proficient in our proprietary test creation and delivery system, Webassessor™, within your first 90 days. We’ll provide the training you need to tackle technical difficulties and exceed expectations in every interaction.

Why Kryterion?

• Cigna Medical, Dental & Vision Insurance
• Paid Time Off (PTO): Accrue 10 hours per month
• Sick Time: 40 hours available from day one
• Floating Holidays: 9 days to use at your discretion
• Parental Leave
• 401(k) Plan
• Referral Bonus: Earn $1,500 for successful referrals
• Tuition Reimbursement for continued education
• Business Casual dress code – feel comfortable and professional

Work-Life Balance: While weekends are required for this role, we strive to maintain a flexible and supportive environment. Schedules may shift, but we always provide two weeks' notice. Flexibility is key for our department, and we appreciate your commitment to accommodating varying shifts, including mornings, mid-shifts, weekends, and holidays.

What We’re Looking For:

• 1-2 years of customer support experience (technical expertise a plus!)
• Familiarity with testing/certification industry or experience in a help desk setting is advantageous
• Power user of Microsoft Excel, Word, and Outlook
• Experience with Salesforce or related case management systems is a bonus
• Confidence in using web-based and hosted software applications
• Ability to offer outstanding customer service and problem-solving skills
• Flexibility to work shifts as needed
• Strong attention to detail, a passion for follow-through, and a team player mindset
• High level of integrity – background check required
• Ability to focus and remain calm in fast-paced situations

Essential Job Functions:

• Track and document all customer interactions in Salesforce™
• Provide thoughtful guidance and support to the testing network, clients, and candidates
• Handle other duties as assigned with a positive, team-first attitude

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

Education:

• High school diploma or equivalent required

Equal Opportunity Employer:
We celebrate diversity and are committed to creating an inclusive environment for all employees. Kryterion does not discriminate based on race, religion, gender, sexual orientation, or any other protected status.

By highlighting the opportunity to work from home after 90 days, emphasizing the company's values, and outlining benefits clearly, this version aims to attract applicants who seek a supportive, team-oriented environment.