KRYTERION is an online-secured test delivery company offering a high level of test security, aberrance detection and fraud deterrence. KRYTERION Inc. is located in Phoenix, Arizona. The Test Delivery Services – Shift Support Lead will be the second operational point of contact for testing network staff, clients, and testing candidates due to an escalation that has been determined as necessary. The Shift Support Lead serves as a secondary level of support, along with the TDS Supervisors, to assist in queue management, case handling, and providing support to TDS Supervisors. The successful candidate must be able to quickly gain (or have) the knowledge of Webassessor and Salesforce. Shift Support Leads must be capable of identifying the causes of technical difficulties for immediate resolution andensure that all other support staff (TDS Shift Supervisor, Ops Manager) are advised of escalations or assistance that needs additional clarification.

ESSENTIAL FUNCTIONS (TASKS & RESPONSIBILITIES):

• Respond to contacts from the KRYTERION testing network, clients and test takers via chat, phone and email to address any questions/concerns, modifications and/or technical issues immediately
• Create support cases in Salesforce™ tracking system for all occurrences and follow-up on issues as needed
• Monitor and proactively communicate on-going issues that impact customer satisfaction and help ensure a timely resolution
• Support CSA’s, proctors and all TDS supporting department personnel who may need assistance by responding quickly and logically, providing reassurance and instilling confidence in staff, and providing a timely resolution
• Resolve complex hardware and software related support issues
• Provide guidance and support to the testing network, clients, and candidates in the cases where there has been an escalation
• Help assign duties to the CSA’s and proctors as needed in partnership with the Supervisors on duty. This also includes managing RTA (Real Time Adherence), assigned queues, or varying forms of contact
• Communicate how the duties are to be performed and ensure the successful performance of those duties will be measured
• Ensure that the technical staff, after handling an interaction, continues to address any Candidate’s request, concern or problem and follow up until the issue is resolved to the Candidate’s satisfaction

QUALIFICATIONS:

When a Shift Support Lead position becomes available, the TDS Management Team will generate an internal job posting to fill the role. Those that apply are then interviewed by the TDS Management Team at the associated site. Management will then select the most qualitied associate who will then proceed to the Shift Lead Onboarding. In order for an associate to be selected for the Shift Support Lead position, they will need to meet the requirements below:

• No Active Corrective Action
• 95% or above overall score on Agent Scorecard
• Agent must be employed with Kryterion for at least 12 months (contract employees time will be abridged)
• Has maintained good performance in their respective skill set (form of contact) for at least 6 months
• Must demonstrate proficiency in all forms of contact which can include: (Proctor, OLP Chat, Live Chat, Email and Phone)

TDS Supervisors and Sr. Leadership will consider agents that are daily top performers in their current role. Associates will also be selected based on their ability to utilize soft skills, resources, and practice a high degree of empowerment to solve complex issues. Shift Support Leads are required to work in the office and will be assigned to both the Operations Manager for overall development and training, while TDS Supervisors will assist and have oversight in targeted development. The TDS Supervisor will provide weekly feedback and development comments to both the Shift Lead and the Operations Manager.

Knowledge, Skills, & Abilities:

• Knowledge of some or all the following: Internet technologies (PC and Mac internet browsing capabilities), Operating System and third-party security software as well as case management systems (Salesforce™)
• Proficient listening, presentation, written, and oral communication skills
• Results-oriented with great attention to detail
• Enthusiastic self-starter with a passion for follow-through
• Excellent team player
• Multi-tasking ability and problem-solving skills
• Strong analytical and critical thinking skills
• High level of integrity
• Ability to maintain focus and sit for extended periods of time
• Ability to manage stress levels; remain calm and controlled in fast-paced, stressful situations
• Strong problem-solving skills

Additional Responsibilities:

• Provide assistance to other departments if needed
• Provide a motivational environment and exhibit a leadership attitude
• Encourage continued development of the team
• Provide opportunities for future growth and advancementsMaintain a high level of confidentiality
• Perform other duties and tasks as assigned

Additional Information:

• Dress code is business casual
• 40-hour work week (may include weekend, nights, and holidays)
• Overtime is to be approved by the Operations Manager of the Testing Delivery Service department

Shift Support Leads will be assigned to a specified shift outlined below:

• US First Shift – US Morning Shift
• US Second Shift – US Evening Shift
• Philippines Third Shift – US Overnight Shift
• SA Fourth Shift – US Early Morning Shift (2:00am – 11:00am)
• Shift Support Leads will make up a 1:1 ratio with assigned Supervisor staff for each shift

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.