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 point 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 efficiently 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 via email, phone, chat or ticketing system  

• Support common client requests such as:  

• User and role management (admin access, permissions)  

• Exam setup questions (scheduling windows, eligibility rules)  

• Reporting and dashboard navigation  

• Basic configuration updates within the platform  

• Troubleshoot standard platform issues:  

• Admin portal access problems  

• Misconfigured settings affecting exam delivery  

• Guide clients on best practices for:  

• Managing certification programs  

• Navigating platform features and workflows  

• Document all interactions and resolutions in CRM/ticketing system  

• Escalate complex 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