GTCS Team Lead

マレーシア クアラ・ルンプル 要求 #6461
2024年4月30日

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.

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