Technical Support Administrator

1. Technical Support (Tech Related)

•Ensure superior customer service and tech and non-tech support(ie;troubleshooting) for internal and external customers of the Testing System and Application

•Ensure accurate recording of helpdesk calls using the company’s incident tracking systems

•Provide support and assistance on all software release activity for all affected parties

•Provide support, assistance, evaluation and implementation of new technologies

•Prioritize workload based on urgency and impact to customers and the business

•Escalate cases as necessary to the respective 2nd level teams, shareholders and global teams including but not  limited to system supports and procedural/operational issues

•Work closely with other colleagues and teams to ensure proper process & procedures are followed for all clients

•Timely support and resolution of issues raised to the IT helpdesk by head office and remote users.

•Successfully complete any specific project work as directed by the team leader

•All other associated tasks for the position

*This position requires you to work closely with the Program Coordinator/Channel Quality and Security as well as Program Management Team

2. Program Coordination (Non-Tech)

• Provide support to candidates and clients in order to establish smooth testing experience, from exam registration, scheduling upto test and results delivery when necessary.

• Handle incoming enquiries, complaints and questions from customers related to a range of specified client products/services with the objective of resolving the candidate’s issues as quickly as possible

• Communicating with different global and local teams in handling customer inquiries or complaints when needed

• Make any ad-hoc outgoing calls to candidates as required to resolve an outstanding query

• Identify areas for service and procedural improvement and make recommendations to the team

• All other associated tasks