The Customer Service/Technical Support Agent will be responsible for ensuring a high level of customer satisfaction by efficientl.....
The Customer Service/Technical Support Agent will be responsible for ensuring a high level of customer satisfaction by efficiently managing customer inquiries, bookings, and technical support related to EDExams. This role also involves invigilation, exam administration, and assisting in the creation and reporting of examinations. You will work closely with candidates, educational centres, and internal teams to facilitate a smooth exam experience, while maintaining a customer-centric and solutions-focused approach.
Key Responsibilities:
• Prioritise and process customer exam bookings and requests submitted via the online booking system.
• Maintain thorough and accurate customer service records, ensuring data privacy and security at all times.
• Use database systems and technology to provide exceptional customer care and technical support via telephone, email, live chat, and screen-sharing software.
• Assist customers with the installation and setup of the EDExams application and troubleshoot basic technical issues.
• Liaise with candidates and exam centres to arrange examination sittings and manage correspondence as needed.
• Check and confirm exam availability for customer sittings.
• Communicate exam results to customers and provide any necessary follow-up support.
• Manage and coordinate all aspects of the exam administration process, including maintaining the examination management system.
• Invigilate exams in accordance with guidelines, identifying and reporting any suspected malpractice to the examination officer or senior management.
• Brief candidates, staff, parents, and carers on examination regulations and requirements.
• Manage conflicts of interest and resolve them efficiently.
• Oversee the conduct of examinations to ensure compliance with guidelines and manage unexpected issues or irregularities.
• Maintain the confidentiality and security of candidate responses and other sensitive information.
• Conduct weekly QA reviews of invigilation recordings to ensure adherence to guidelines.
• Assist in investigating and reporting suspected malpractice when needed.
• Perform any other duties as required by the business or as requested by your Line Manager or Senior Leadership Team.
• Collaborate with the sales team to drive positive sales results when necessary.
• Assist in the online creation of examinations and ensure their accuracy.
• Generate and create reports on examinations to be shared with awarding bodies.
• Maintain a positive, empathetic, and professional attitude toward customers at all times, especially in challenging situations.
• Meet or exceed performance metrics, including response time, customer satisfaction ratings, and resolution time for technical support issues.
• Contribute to continuous improvement initiatives to enhance the customer experience and streamline exam processes.
Personal Skills & Knowledge Required:
• Experience working with or knowledge of Awarding Organisations, EPAOs, Universities, and Training Providers.
• Understanding of current Ofqual legislation and examination standards.
• Strong time management skills with the ability to prioritise and manage multiple tasks.
• Ability to work effectively as part of a team, collaborating with colleagues across all areas of the business.
• High level of confidentiality and discretion, especially when dealing with sensitive information.
• Excellent communication skills, both written and verbal, with a strong customer focus.
• Strong problem-solving skills, with the ability to think on your feet and resolve issues promptly.
• High level of self-motivation and initiative to work independently where required.
• Adaptable and flexible approach to working, with the ability to handle change effectively.
• Basic understanding of software installation, troubleshooting, and resolving technical issues, particularly in a remote support environment.
• Strong interpersonal skills and emotional intelligence, with the ability to handle difficult situations with empathy and professionalism.
Qualifications Required:
• English and Maths GCSE (A-C) or equivalent – Essential
• Proficient in the use of ICT systems for various purposes – Essential
• Customer Service Level 2 NVQ or equivalent – Desirable
