GTCS Team Lead

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Req #6461

Tuesday 30 April 2024

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.
• Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia