Customer Support Specialist

The Operations Service Specialist at Prometric serves as the primary point of contact for an assigned portfolio of test delivery points (test centers, proctors, events, etc.) working in a team-based environment. This individual with provide triage of urgent requests and work with test delivery staff to properly resolve all inquiries. This includes educating staff as to where they can access information for self-service. This role requires that all interactions be documented for easy retrieval for future inquiries, as well as overall analysis to identify improvement opportunities in how we handle candidate operational issues.

KEY RESPONSIBILITIES

• Work cross-functionally with internal departments to meet test center servicing needs and ensure high levels of candidate satisfaction.
• Build effective working relationships with testing sites in assigned portfolio.
• Eliminate the re-incidence of operational issues by creating, documenting, and communicating resolutions.
• Work in a team-based environment, promoting a service excellence culture.
• Improve response times via phone, email, and chat to ensure exceptional customer experiences.
• Field, triage, diagnose and resolve basic issues; provide closed-loop follow-through and resolution of issues.
• Define and manage troubleshooting best practices for team including providing backstop-support before escalating to Operational Service Manager
• Collect and compile recurring issues, document cases for management to prioritize as needed.
• Flexible to work a defined 9-hour shift between 5:30 pm to 4:30 am, weekend and Indian holidays support included.

QUALIFICATIONS

• Any Graduate / Postgraduate
• Candidates from Delhi-NCR preferred.
• Demonstrated customer/client focus.
• Situational awareness to be able to resolve and/or escalate issues as required.
• Ability to demonstrate cultural awareness to function as a part of a global team.
• Good conflict resolution skills and respect for others
• Works well under pressure in a fast-paced environment
• Good interpersonal and communication skills over telephone, email, and other platforms
• Self-starter and independent worker
• Proficient with Microsoft Office (Word, Excel, Outlook)
• Experience or familiarity with Salesforce is a plus.