12 Oct
Ets
Gurugram
About ETS:
ETS is a global education and talent solutions organization, enabling lifelong learners to be future ready. We advance the science of measurement to build the benchmarks for fair and valid skill assessment. We are committed to powering human progress by promoting skill proficiency, empowering upward mobility, and unlocking more opportunities for everyone, everywhere.
For more than 70 years, we have developed products and services based on rigorous research and our belief in the power of learning. Our portfolio consists of some of the world’s most trusted assessments - including the TOEFL® and TOEIC® exams, the GRE® and the Praxis® family of assessments - along with research,
development and innovation that explores new frontiers in learning and measurement. Our educational measurement solutions and research contribute to the development of new methods and tools, inform important dialogue with education policymakers, and shed light on critical issues and potential solutions - all with the aim of creating a world where all learners are able to improve their lives through education.
Primary Responsibilities:
Remote Proctoring Services:
- Platform Expertise: Develop a deep understanding of our remote proctoring platform, including its features, functionalities, and technical requirements.
- Technical Support: Provide guidance to Quality Invigilators (Qis) for real-time technical support to candidates experiencing issues during their exams, ensuring quick and effective resolution.
- Documentation: Ensure and report detailed records of technical issues encountered and resolutions to help improve the platform and support processes.
- Maintain Technical Support TIPs SharePoint ensuring the latest issues and remediation steps are captured.
- Training: Conduct training sessions for internal staff on best practices for resolving technical issues.
- Continuous Improvement: Identify opportunities for process improvements.
- Adhere to ethical standards and comply with the laws and regulations applicable to your job function.
Required Knowledge/Skills:
- Technical Skills: Proficiency in troubleshooting software and hardware issues, knowledge of network configurations, and familiarity with remote desktop tools.
- Communication: Excellent English verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Problem-Solving: Strong analytical and problem-solving abilities,
with a focus on delivering timely and effective solutions.
- Customer Focus: A customer-centric approach with a commitment to providing high-quality support.
- Strong ethical standards and integrity.
- Ability to handle sensitive information with confidentiality.
- Ability to provide status updates on day-to-day operations; deep understanding of SLA’s and KPI’s
- Ability to understand client/vendor’s needs and ensure that ETS is meeting those expectations.
- Demonstrated understanding of product operational needs
- Escalates effectively when faced with uncertainty and / or lack of data by seeking the data necessary to guide decision-making.
Education & Experience:
- A bachelor’s degree or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.
- Experience: Minimum of 3 years of experience in technical support or a similar role, preferably in the education or technology sector.
▶️ Product Operations Associate, Platform Support
🖊️ Ets
📍 Gurugram