Summary

Provide high quality technical, operational and procedural telephone, email and chat support to test centre administrators throughout the Prometric test centre network.

PRINCIPAL RESPONSIBILITIES AND ACCOUNTABILITIES:

• Provide resolution of procedural, process, information and technical problems for requests from testing center administrators submitted by phone, email, chat and/or FAX.
• Provide audit trail of all problems and resolutions (problem description, troubleshooting steps taken, resolution) through the use of Salesforce and other support tools.
• Take ownership of problems, and follow appropriate escalation paths to ensure the problems are resolved in timely and effective ways to meet customer service and Global Test Center Support metrics.
• Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the testing center network.
• Act as advocates for the testing center administrators to ensure their needs and concerns are addressed and/or escalated.
• Follow established procedures for call and chat referral, escalation and problem resolution with Level 2 Engineers globally.
• Work cooperatively with other team members – including those in other regions.
• Recommend changes or additions to existing procedures that will improve the overall effective operation of the Global Help Desk support model.
• Perform other duties as assigned Ensure that all agents are working at an optimum level and that KPIs are met on a daily basis.

REQUIREMENTS

• Candidate should at least possess Diploma (Advanced / Higher or Graduate) Bachelor’s Degree Computer Science / Information Technology or equivalent
• Minimum 3 years’ experience as Service Desk Team Leader is a must.
• Experience in Networking, Hardware and Software troubleshooting.
• Excellent spoken and written English.
• Applicants must be flexible with shift hours (Rotational Shift) including weekends and public holidays.