Support Specialist

Overview

The Sage Group represents a notable client specializing in responsible AI technology, currently seeking a Support Specialist for a six-month contract with a high probability of extension. This role supports the AI Tool Certification Program, which validates technical skills in Associate, Developer, and Architect tracks for partner organizations, enhancing their standing in the AI Tool Partner Network.

Key Responsibilities

• Provide resolution for advanced candidate issues throughout the certification lifecycle, adhering to service levels and quality standards.
• Manage the certification support queue daily, triaging unresolved automation and vendor tier-1 tickets, and routing appropriately.
• Handle access and eligibility queries end-to-end, identifying email domain recognition issues, subsidiary domains, personal sign-ins, and discount discrepancies—setting expectations to prevent unschedulable exams.
• Respond to questions on exam results and scoring, interpreting scaled scores, addressing missing or delayed results, and managing retake policies without re-litigating decisions.
• Investigate exam integrity and misconduct reports, gathering thorough records and escalating as per policy to program owners and legal teams.
• Address credential and badge concerns such as unclaimed invitations, account changes, or missing certifications in partner accounts.
• Promote support model automation by identifying repetitive issues, developing macros, deflection flows, and enhancements to minimize human intervention while monitoring performance gains.
• Generate and share support metrics regularly, including queue volume, resolution times, deflection rates, and frequent issues with the program owner.
• Maintain and expand the FAQ and knowledge base to enhance self-service options and improve consistency in policy and response documentation.

Candidate Profile

Ideal candidates have 2-4 years of experience in B2B support or certification operations, managing a support queue with strong quality focus. Proficiency with AI and large language models is mandatory, including practical application for triaging, summarizing, tool creation, or content development. Candidates must apply policies fairly and communicate decisions clearly, exercise sound judgment handling sensitive cases, identify patterns of recurring issues, and confidently manage unknowns with timely follow-ups. A passion for evolving an AI-driven support system is essential.

Desirable Additional Experience

• Familiarity with platforms such as Intercom, Pearson VUE, or Credly for support, exam delivery, and credential management.
• Background in high-stakes certification or licensure support, including online proctoring and test center coordination.
• Experience with exam integrity processes like irregularity reporting or data forensics reviews.
• Use of LMS platforms like Skilljar.
• Exposure to partner/channel programs like resellers or system integrators.
• Contributions to knowledge bases, help centers, or FAQ content development.

Additional Information

This position includes a contract term of six months with potential renewal. The pay rate is $135 per hour. There are two openings available, one based in the Pacific Time Zone and one in the Eastern Time Zone. Remote work is supported.