Prometric Testing walkin for Technical Support Analyst

Prometric Testing walkin for Technical Support Analyst

• Support the clients & provide resolution of procedural, process, information and technical problems for requests from testing center administrators submitted by Inbound Calls, email, chat.
• Multitask and support customers on more than one channel, call & chat at the same time.
• Document & provide audit trail of all problems and resolutions (problem description, troubleshooting steps taken, resolution) through the use of Incident Management tool.
• 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 Help Desk metrics.
• Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the windows XP & Win 7 platform based Prometric Applications.
• 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 with different Site / Onshore engineers to support.
• Regular Follow-up with customer and different resolver groups or teams to work towards resolution of open tickets.
• 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.
• Working knowledge into Active Directory preferred.
• Logical bent of mind to isolate the root cause of the technical issues.

• Graduate in any discipline.
• Experience- 0 to 2 Years in Technical Helpdesk preferred.
• Proficiency with Command Prompt, XP, Win 7 and general networking commands and hardware configuration support.
• Understands Printer Troubleshooting.
• Excellent customer service skills and focus.
• Ability to communicate in English (written and verbal) in a clear, concise and patient manner.
• Excellent listening and conversational skills.
• Ability to work in NIGHT Shift with rotational weekly off.
• Ability to work in a dynamic environment and adapt quickly to change.

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