Job Title : Global Test Centre Support Analyst, Level 1

Reports To : Team Leader, Global Test Centre Support

Department : Global Test Centre Support

Location : Kuala Lumpur, Malaysia

GENERAL SUMMARY

This professional will need to respond to queries via email, phone, and chat, and make outbound calls when required. They will monitor live exams to prevent interruptions or delays. They will investigate technical or operational issues from test partners and perform remote troubleshooting of basic computer issues/problems (hardware, software, etc.). They will provide accurate policy and procedural information to test partners when requested, stay current with training, new initiatives, and latest updates, and actively work to meet/exceed the desired metrics/parameters. As part of their daily tasks, they will create and document cases in Salesforce and other applications that require data logs. They will also provide support to other departments with investigations or outreach, working with sensitive information with discretion to maintain confidentiality and security. Other duties may be assigned as needed.

Essential Skills and knowledge

Degree and/or equivalent work experience in a relevant/related field
Possesses knowledge of general and advanced call center management including leveraging scorecards to drive improvements
Possesses demonstrated knowledge of workforce management and call routing strategies
Possesses knowledge of incident and problem tracking systems (Salesforce)
Demonstrated knowledge of Problem Management as a discipline
Solves strategic and tactical problems independently and in groups
Generates innovative approaches and solutions to strategic and tactical problems
Works with other managers to compile project requirements, resource plans, and schedules
Implements applicable processes and procedures
Investigates, recommends and implements new tools and technologies for teams to increase efficiency and productivity
Recommends continuous improvement methods for getting work done more effectively and efficiently
Strong written and verbal communication skills in English
Experience working in a customer service/client helpdesk support role
Experience working with Windows operating systems
Demonstrated critical thinking and problem solving.
Ability to learn and support new applications/Clients.
Basic skills in MS office products - Word, Excel, PowerPoint.
Ability to work independently and with team

Leadership and Communication Skills

Professional English proficiency in both verbal and written communication
Demonstrated experience in handling technical and operational cases
Working with teams across different cultures and backgrounds
Demonstrated ability in active listening
Produces well-written technical and business documentation
Works with management and acts together toward common goals
Interacts and collaborates with others in a cooperative spirit
Participates in cross-functional focus groups and activities
Fosters healthy relationships with colleagues
Manages and defuses difficult and emotional customers
Holds themselves accountable for performance
Demonstrates the ability to adjust quickly and respond positively in the face of adversity
Understands the power of relationships within the organization to get things done
Displays ability to identify, own and drive to resolution problems of varying degree of complexity while keeping high level company objectives in mind

GTCS Analyst Level 1