ExamRoom.AI®
Location
Bangalore | India
Job description
Position Title: Omni Channel 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 system check and related issues o Verifying and approving valid ID according to specific client requirements o 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 recognising suspicious behaviour. 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 always. Ensuring client queries are answered to their satisfaction when necessary, escalating issues without delay to lead. Understanding and utilising 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 centre 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 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 centre experience of 1+ years is a plus. ExamRoom.AIJob tags
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