Customer Support Representative
Kryterion Inc•Phoenix, AZ
•Remote
About The Position
As a Client Support Representative I, you'll be the first point of contact for our clients, supporting test sponsors and program administrators who use Kryterion's Webassessor platform and online proctoring solutions. This is not a traditional call center role. You'll work directly with client administrators to help them manage certification programs, navigate platform features, troubleshoot issues, and ensure their programs run smoothly. Your ability to provide timely support and practical solutions will have a direct impact on our clients' success.
Requirements
- 1–3 years of customer support, technical support, SaaS support, or related client-facing experience
- Strong written and verbal communication skills
- Excellent problem-solving and troubleshooting abilities
- Ability to explain technical concepts in a clear and easy-to-understand way
- Strong attention to detail and organizational skills
- Ability to manage multiple priorities in a fast-paced environment
- Comfortable working independently in a remote environment
Nice To Haves
- Experience supporting B2B customers
- Familiarity with SaaS platforms, web-based applications, or administrative portals
- Experience working with CRM or ticketing systems
- Experience in certification, credentialing, education technology, or online learning platforms is a plus
Responsibilities
- Respond to client inquiries via email, phone, chat, and ticketing systems
- Assist clients with user management, permissions, and administrator access
- Support exam setup questions, scheduling windows, and eligibility configurations
- Help clients navigate reporting tools, dashboards, and platform functionality
- Troubleshoot platform, account access, and configuration-related issues
- Provide guidance on platform features and best practices
- Document client interactions and resolutions within our ticketing system
- Escalate complex technical issues to the appropriate internal teams
- Meet established service level agreements (SLAs) and response time expectations
- Partner with colleagues across Support, Customer Success, and Product teams to deliver a seamless client experience
Benefits
- Fully remote work environment
- Comprehensive medical, dental, and vision coverage
- 401(k) with company match
- Company-paid life and disability insurance
- HSA and FSA options
- Employee wellness and discount programs
- Opportunities for professional growth and development
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
