Certification Program Support Specialist

Location: Remote (PST or EST — 2 openings, one per time zone for coverage)

Employment Type: Temporary, approximately 5-6 months

FLSA Status: Non-Exempt

About the role

Own the candidate support experience for a professional certification program that validates partner-organization skills across Associate, Developer, and Architect tracks.

Responsibilities

• Resolve human-escalated candidate issues across the certification lifecycle within a defined service level and quality bar
• Triage and own the day-to-day support queue, routing what belongs elsewhere
• Work access and eligibility cases, including partner domain issues, unrecognized subsidiary/regional domains, personal-address sign-ins, and missing tier discounts
• Handle results and scoring inquiries, including scaled scoring, score reports, missing/delayed results, and retake eligibility
• Manage exam integrity and misconduct intake, escalating per policy
• Resolve credential/badge issues, including missing digital credential invitations and account crediting
• Identify recurring ticket types and drive automation, macros, and deflection flows
• Report on queue volume, resolution time, deflection rate, and recurring issue categories
• Maintain and grow the knowledge base/FAQ that powers self-serve support

Requirements

• 2-4 years in B2B support, customer/program operations, or learning and certification operations, with ownership of a queue and quality bar
• Hands-on experience using AI/LLM tools in daily support work (drafting, triage, macros, knowledge content)
• Ability to apply policy consistently and explain unwelcome decisions accurately
• Sound judgment handling sensitive information (misconduct records, appeals)
• Comfortable working independently in a developing environment with evolving processes

• Preferred: experience with Intercom, Pearson VUE, or Credly, or comparable support/test-delivery/credentialing platforms
• Preferred: experience supporting a high-stakes certification/licensure program, including proctoring
• Preferred: exposure to exam integrity work, LMS platforms (e.g., Skilljar), or partner/channel programs

Pay

The hourly rate for this position is $135.00 per hour, depending on geographic location, experience, and other qualifications of the successful candidate.

Schedule

9:00 AM - 6:00 PM (candidate's respective time zone)

Benefits

Eastridge Workforce Solutions offers benefits to temporary employees, subject to eligibility requirements. Temporary staff are not eligible for paid time off unless required by applicable state law. From time to time, clients may offer additional benefits to employees while on assignment.