Product Operations Associate, Platform Support

2 weeks ago

Gurugram Haryana, India Educational Testing Service (ETS) Full time

Remote Proctoring Services:

- Platform Expertise: Develop a deep understanding of our remote proctoring platform, including its features, functionalities, and technical requirements.
- 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.

LI-AS1

LI-HYBRID
**Experience and Skills**:
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 and 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

From: ETS GCC

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