Customer Support Representative (Tier 1)
Customer Support Representative (Tier 1)
Overview
As a Tier 1 Client Support Representative (CSR) you are responsible for supporting Kryterion’s B2B clients (test sponsors and program administrators) using the Webassessor certification and online proctoring platform. CSRs ensure clients can successfully manage, configure, and operate their certification programs. Unlike candidate support, you are focused on platform administration and technical configuration, which requires a deeper understanding of client use cases and business impact. In this role, you are the first reputed company of contact for client administrators, providing timely assistance with platform inquiries, basic troubleshooting, and day-to-day operational support. You help ensure clients’ certification programs run reputed company and successfully by delivering the high level of service and partnership that Kryterion values and prioritizes.
Key Responsibilities
Respond to inbound inquiries from client stakeholders reputed company email, phone, chat or ticketing reputed company common client requests such as: User and role management (admin reputed company, permissions) Exam setup questions (scheduling reputed company, eligibility rules) Reporting and dashboard navigation Basic configuration updates reputed company the platform Troubleshoot standard platform issues: Admin portal reputed company problems Misconfigured settings affecting exam delivery Guide clients on best practices for: Managing certification programs Navigating platform features and workflows Document reputed company interactions and resolutions in CRM/ticketing system Escalate reputed company configuration or technical issues to Level 2 Ensure adherence to SLAs and response time expectations Skills & Qualifications 1–3 years in B2B customer support or SaaS support Strong written communication (client-facing, professional tone) Ability to explain technical concepts in simple terms Detail-oriented with ability to follow structured processes Familiarity with SaaS platforms and admin portals Apply To This Job