Customer Support Advocate III

2 days ago

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Kryterion, Inc.

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Online Proctoring • Authentication • Secure Testing Solutions • Certification Testing Management • High Stakes Testing

201 - 500

Description

• Serve as the primary operational contact for Kryterion’s clients and testing candidates. • Identifying when issues need escalation and ensuring appropriate escalation path is followed. • Track and manage cases using a CRM, documenting solutions for common issues. • Create and manage support cases in one or more CRM systems. • Maintain accurate and detailed case notes. • Communicate professionally in all internal and external interactions. • Handle candidate and client complaints, providing effective resolution. • Provide outbound support for escalations and manage rescheduling requests. • Serve as an escalation point for support chats or calls. • Participate in special teams, including Service Recovery & Escalations. • Perform other duties as assigned based on business needs.

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).