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