Support Specialist

Certification Program Support Specialist

Contract Length: 6 months, likelihood of extension

Pay: $135.00

Remote – 1 in PST, 1 in EST

2 openings

The Sage Group’s client, a well-respected responsible AI company, is seeking a support specialist to field inquiries around their high-profile AI tool. The team that runs the AI Tool Certification Program validates that people at partner organizations have the skills to do real work with the tool across the Associate, Developer, and Architect tracks. Certification counts toward a firm's standing in the AI Tool Partner Network and signals to customers that a team has invested in a real AI Tool practice.

The Certification Program Support Specialist owns the candidate support experience for the program. Certification is a high-stakes moment for a candidate. They have paid for an exam, scheduled a proctored appointment, and often have their firm's partner standing riding on the result. When something goes wrong, this role is who resolves it, with quality, pace, and a consistent read of policy.

It is also the feedback loop that makes the support model work: spotting patterns, flagging what should be automated, surfacing policy gaps, and noticing early when something upstream is broken across the Academy, Pearson, or Credly.

Responsibilities

• Resolve human-escalated candidate issues across the certification lifecycle, within a defined service level and to a clear quality bar.
• Own the certification support queue day-to-day. Triage what automation and vendor level-1 support did not catch, and route what belongs elsewhere.
• Work access and eligibility cases end to end. Diagnose partner email domain and recognized-record failures, unrecognized subsidiary and regional domains, personal-address sign-ins, and missing tier discounts at checkout, then set accurate expectations on record-change turnaround so candidates do not schedule an exam they cannot sit.
• Handle results and scoring inquiries with accuracy and care. Explain scaled scoring and the passing bar, walk candidates through section-level score reports, resolve missing or delayed results, and manage retake eligibility, waiting periods, and attempt limits without relitigating the outcome.
• Manage exam integrity and misconduct intake. Receive reports and vendor flags, gather and document the record cleanly, and escalate to the certification program owner and Legal per policy.
• Resolve credential and badge issues, including unclaimed or missing Credly invitations, email and organization changes, and certifications that have not been credited to a partner account.
• Drive automation of the support model. Identify recurring ticket types and manual steps, build or specify the macros, deflection flows, and agent-layer improvements to resolve them without a human, and measure the deflection and resolution gains.
• Report on support metrics. Track queue volume, resolution time, deflection rate, and recurring issue categories, and surface them to the program owner on a regular cadence.
• Maintain and grow the knowledge base that powers self-serve, ensuring resolved answers land in the certification FAQ, policy pages, and agent layer rather than living only in individual replies.

You may be a good fit if you

• 2-4 years in B2B support, customer or program operations, or learning and certification operations, with ownership of a queue and a quality bar.
• Are AI proficient, with real hands-on experience using LLMs in your daily work, whether that is drafting and triaging at volume, summarizing case history, building macros and internal tooling, or writing the knowledge content that trains an agent layer.
• Apply policy consistently and can explain a decision a candidate does not like without softening it into something inaccurate.
• Exercise judgment with sensitive information, including misconduct records, accommodations requests, and appeals.
• Notice patterns and ask why? When similar tickets recur.
• Are comfortable saying you do not yet know and committing to a follow-up by a specific time.
• Want to work in an AI-native support model where improving the system is as much the job as working the queue.

Strong candidates may also have

• Familiarity with Intercom, Pearson VUE, and Credly, or comparable support, test delivery, and digital credentialing platforms.
• Experience supporting a high-stakes certification or licensure program, including online proctoring and test center delivery.
• Exposure to exam integrity work, such as irregularity reporting, proctoring flags, or data forensics review processes.
• Experience with an LMS such as Skilljar.
• Prior exposure to partner or channel programs such as resellers, SIs, or ISVs.
• Experience contributing to a knowledge base, help center, or FAQ corpus.

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