Customer Service · Full-time · Phoenix, US
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
Other duties as assigned
Knowledge, Skills, & Abilities:
Knowledge of some or all the following:
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
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
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.