Paragon GTCS Analyst Level 1

About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

Duties & Responsibilities:
 Answer incoming technical support calls, chats and emails.
 Identify severity of case by asking the right questions, analyzing and allocating the case appropriately based on its severity.
 Provide resolutions by identifying systematic problems, researching answers; guiding test center administrators through the corrective steps.
 Document details of cases and prioritize according to urgency and importance in Salesforce.
 Monitor support queues in Salesforce and take accountability in following through with end to end resolutions.
 Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Level II Analysts and the Support Manager.
 Identify, recommend and communicate changes to existing procedures
 Work on projects and special initiatives as approved by team leads and managers.

Requirements:
 Candidate should at least possess a Diploma (Advanced / Higher or Graduate) Bachelor’s Degree in any discipline. Computer Science / Information Technology or equivalent is preferred.
 Experience of up to 2 years in Technical Helpdesk or Customer Service is highly preferred.
 Able to speak fluent English.
 You care deeply about your performance and your teams performance
 Logical thinker with good analytical and problem solving skills
 Up-to-date technical knowledge
 Understand Basic User & Security Group Active Directory administration.
 An in depth understanding of LAN, TCP/IP, Citrix environments as well as being able to troubleshoot laptops, desktops, thin client devices, Windows 2008 servers and above.
 Good interpersonal and customer care skills
 Good accurate records keeping

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.