Certification Operations Specialist

About the role

This role is focused on supporting a certification program. Two positions are available, one requiring coverage in the PST time zone and the other in the EST time zone. The Certification Program Support Specialist is integral to protecting and enhancing the candidate experience throughout the certification journey.

Responsibilities

• Serve as the primary point of resolution for escalated candidate issues across the certification lifecycle, consistently meeting defined service-level objectives and quality standards.
• Own day-to-day management of the certification support queue, ensuring efficient triage and resolution of issues not addressed through automation or vendor-provided support.
• Lead end-to-end resolution of certification access and eligibility cases, including diagnosing and resolving issues related to partner email domains, record recognition failures, and discount eligibility.
• Handle exam results and scoring inquiries with professionalism, accuracy, and empathy.
• Manage intake and documentation of exam integrity and misconduct concerns, escalating cases as required.
• Support credential fulfillment and digital badging experiences.
• Drive continuous improvement by identifying high-frequency support issues and recurring manual workflows to enhance automation and process optimization.
• Monitor and report on key support performance indicators, including queue volume, resolution times, and recurring issue categories.
• Maintain and expand knowledge assets that power self-service support and operational consistency.

Requirements

• 2-4 years of experience in B2B support, customer operations, program operations, learning operations, or certification program environments.
• Experience handling repeatable support issues and inquiries.
• Proficient in the practical application of AI technologies and large language models within day-to-day operations.
• Strong interest in and understanding of AI technologies.
• Able to apply policy consistently and communicate decisions clearly.
• Demonstrate sound judgment and discretion when handling sensitive matters.
• Possess analytical skills to identify patterns, root causes, and opportunities for systemic improvement.
• Able to work independently with guidance in a developing environment where processes are still being built and refined.

Preferred Qualifications

• Experience with platforms such as Intercom, Pearson VUE, Credly, or similar support, testing, and digital credentialing solutions.
• Experience supporting high-stakes certification, assessment, licensure, or credentialing programs.
• Exposure to exam integrity operations, including irregularity investigations or proctoring reviews.
• Experience working with Learning Management Systems (LMS) such as Skilljar.
• Familiarity with partner, channel, reseller, or systems integrator ecosystems.
• Experience creating, managing, or contributing to knowledge bases, help centers, or FAQ content.

Benefits

Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Equal Opportunity Employer

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address).