Prometric Testing walk-in for Technical Support Analyst
Company :
Prometric Testing Pvt Ltd
Website :
Job Role :
Technical Support Analyst
Eligibility :
Any Graduate
Experience :
1 - 2 Years
Salary :
Rs: 2,75,000 - 3,25,000 P.A.
Job Location :
Gurgaon
Walk-In Date :
16 & 17 Aug 2018
Walk-In Time :
11:30 AM - 03:00 PM

Company Profile:

Prometric is a wholly-owned subsidiary of Educational Testing Service (ETS) and a trusted provider of technology-enabled testing and assessment solutions. Our more than 20 years of experience providing the right test development and test delivery solutions to the world’s most recognized organizations has enabled millions of people around the world to advance in their careers, earn more money or better themselves professionally.

Job Description:

- 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.
- Proficiency in Remote Desktop troubleshooting, router & LAN troubleshooting.
- Learn new skills and demonstrate high levels of proficiency with new technologies, tools and procedures as required.

Desired Profile:

- Experience 1 to 2 Years in Technical Helpdesk required.
- 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.
- Ability to work as part of a team to accomplish common goals.
- Good conflict resolution skills.
- Good typing skills.

Venue Details:

Prometric Testing Private Limited,
2nd Floor, DLF Infinity, Tower - A,
Sector-25, Phase 2, DLF City, Gurgaon 122 002.

Contact Details:

HR
91-124-4517145