Remote Certification Program Support Specialist (Temp)

Eastridge Workforce Solutions; San Francisco (CA); On-site; USD 158,424 - 213,528; Full time

Job summary

Eastridge Workforce Solutions is seeking a Certification Program Support Specialist to support our client's team, with remote work across PST or EST time zones.

The role focuses on owning the candidate support experience for a professional certification program, resolving escalations, triaging queues, and handling exam results, scoring, and credentialing issues. This temporary assignment runs 5–6 months.

Qualifications

• 2-4 years in B2B support, customer/program operations, or learning and certification operations.
• 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.

Responsibilities

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

Skills

AI/LLM tools

Policy handling

Independent work

Time zone coverage

Tools

Intercom

Pearson VUE

Credly

Skilljar LMS

Job description

Eastridge Workforce Solutions is seeking a Certification Program Support Specialist to support our client's team, with remote work across PST or EST time zones.

The role focuses on owning the candidate support experience for a professional certification program, resolving escalations, triaging queues, and handling exam results, scoring, and credentialing issues. This temporary assignment runs 5–6 months.