Customer Support Agent (Job Vacancy)

Customer Support Agent

Position Required Skills, Knowledge, and Abilities:

• Maintains a working knowledge of our client’s requirements to onboard candidates, proctor exams, address chat inquiries, and process payments.
• Managing the end-to-end onboarding cycle for candidates through video including, but not limited to:
  • Assisting with a system check and related issues
  • Verifying and approving valid ID according to specific client requirements
  • Instructing candidates for room scans to verify the testing environment for exams per client rules
  • Explain and notify candidates regarding the exam rules specific to various clients for exams
• Providing candidate support and addressing questions regarding the testing process.
• Continuously, and effectively, document and report the status of each candidate.
• Proctor objective assessments, ensure a secure testing environment, and be vigilant about recognizing suspicious behavior.
• Meets demands for privacy, confidentiality, and precision.
• Ensures first-call resolution through problem-solving and effective call/email/chat handling.
• Regular and consistent attendance is an essential function of the job.
• Maintain a positive, empathetic, and professional attitude toward clients at all times.
• Ensuring client queries are answered to their satisfaction when necessary, escalating issues without delay to lead.
• Understanding and utilizing in-house platforms and systems to access client details.
• Respond to client queries in a timely and accurate manner, via email, chat, or phone.
• Remain compliant in ExamRoom.AI communication procedures, guidelines, and policies.
• Meet established goals for Service Level Agreement (SLA) and quality metrics.

Requirements and Qualifications:

• High school diploma and a minimum of one (1) to Three (3) years of experience working in a call center industry with chat support.
• Minimum typing speed 30 WPM.
• Strong ability to function in a fast-paced work environment.
• Excellent attendance track record.
• Willing to work in a rotational shift environment for shifts/holidays/weekends.
• Excellent verbal and written communication skills in English.
• Professional phone etiquette and strong active listening skills.
• Strong interpersonal, communication, and comprehension skills.
• Average to excellent ability in written communication regarding spelling, grammar, and clarity.
• Ability to multitask and navigate tools and software easily.
• Prior experience of working with US clients.
• Knowledge of CRM, Virtual Desktop application navigation, and Microsoft Office Suite (e.g., Excel, etc.)
• International call center experience of 1+ years is a plus.