Job Description

Job Description: L1 Technical Support Specialist – Online Certification Exams

Job Title: L1 Technical Support Specialist – Candidate Exam Support

Work Schedule: 24/7 rotational shifts

Support Channels: Chat and Ticketing

Support Level: Level 1 (L1) Technical Support

2-4 years exp

Job Summary

We are seeking a technically proficient and customer-focused L1 Technical Support Specialist to provide 24/7 technical assistance to candidates taking online certification exams. The role involves troubleshooting technical issues across desktop and mobile operating systems, web browsers, device permissions, and exam-related technical requirements.

The ideal candidate must possess strong troubleshooting skills, demonstrate confidence in diagnosing issues beyond documented knowledge base (KB) articles and standard guides, and be capable of independently identifying potential root causes and guiding candidates toward resolution while maintaining a professional and reassuring support experience.

Key Responsibilities

Provide 24/7 Level 1 technical support to candidates through chat and ticketing systems during online certification exams.
Troubleshoot technical issues involving Windows, macOS, and Linux desktop environments.
Support browsers including Google Chrome, Microsoft Edge, Mozilla Firefox, and Apple Safari.
Troubleshoot mobile device issues on iPhones, iPads, Android smartphones, and tablets.
Diagnose and resolve device permission issues, including camera, microphone, screen recording, screen sharing, browser permissions, pop-ups, cookies, and other access-related settings.
Identify and resolve issues related to browser compatibility, operating system configurations, device settings, connectivity, and exam platform access.
Apply critical thinking and technical judgment to investigate issues that are not explicitly covered in existing KB articles, troubleshooting guides, or standard operating procedures.
Guide candidates through step-by-step troubleshooting while ensuring clear communication, patience, and a positive support experience.
Determine whether an issue is device-specific, browser-related, operating system-related, network-related, or associated with exam platform requirements.
Document troubleshooting steps, findings, resolutions, and unresolved issues accurately in the ticketing system.
Escalate complex or recurring issues to the appropriate technical or engineering teams with detailed diagnostic information.
Follow established security, privacy, candidate verification, and exam integrity procedures.
Meet defined service-level agreements (SLAs), response times, quality standards, and customer satisfaction targets.

Required Technical Skills

Operating Systems: Hands-on troubleshooting experience with Windows, macOS, and Linux desktop environments.
Web Browsers: Strong working knowledge of Chrome, Edge, Firefox, and Safari, including browser settings, site permissions, cache/cookies, extensions, and compatibility issues.
Mobile Devices: Ability to troubleshoot iOS/iPadOS and Android devices, including application permissions, browser settings, camera/microphone access, and device restrictions.
Permissions Troubleshooting: Ability to identify and resolve operating system, browser, camera, microphone, screen recording, screen sharing, accessibility, and privacy permission issues.
Networking Fundamentals: Understanding of Wi-Fi connectivity, internet stability, VPNs, proxies, firewalls, DNS, and common connectivity-related issues.
Technical Diagnostics: Ability to interpret error messages, investigate unexpected behavior, isolate root causes, and determine appropriate corrective actions.
Remote Support: Experience guiding users through technical troubleshooting remotely using chat-based instructions and documented workflows.
Ticketing Systems: Familiarity with incident logging, ticket prioritization, documentation, escalation procedures, and SLA-driven support environments.

Essential Competencies

Strong analytical and problem-solving skills, with the ability to troubleshoot beyond scripted workflows and predefined KB articles.
Confidence in diagnosing unfamiliar technical issues using logical troubleshooting methods and an understanding of operating systems, browsers, and device configurations.
Excellent written communication skills, particularly for providing clear, concise, step-by-step instructions through chat.
Ability to remain calm, empathetic, and professional when supporting candidates during time-sensitive examinations.
Strong attention to detail and the ability to manage multiple support tickets in a fast-paced environment.
Willingness to work rotational shifts, including nights, weekends, and holidays, to support 24/7 operations.
Ability to recognize when an issue requires escalation and provide sufficient technical details for further investigation.

Preferred Qualifications

2-4 years of experience in technical support, service desk, help desk, or customer-facing IT support.
Experience supporting online examination platforms, remote proctoring solutions, e-learning platforms, or SaaS applications.
IT certifications such as CompTIA A+, Google IT Support Professional Certificate, ITIL Foundation, or equivalent practical experience.
Familiarity with incident management processes, knowledge base maintenance, and service management tools.

Success Criteria

Timely and accurate resolution of candidate technical issues.
Strong first-contact resolution and adherence to defined SLAs.
High-quality ticket documentation and appropriate escalation practices.
Ability to resolve permission-related and cross-platform issues independently.
Consistently positive candidate experience during online certification examinations.

Key hiring requirement

The most important differentiator for this role is hands-on troubleshooting beyond the knowledge base. Candidates should be able to reason through unfamiliar problems, particularly when an exam cannot start because a browser or operating system is blocking camera, microphone, screen recording, or screen-sharing access.