Customer Support Executive

Job Purpose

• To assist with day-to-day operational management of activities associated with online assessments.
• The post holder will be a key member of the Digital Assessment Systems function within Hyderabad for operational excellence and high standards of service and will collaborate

with colleagues and key stakeholders across professional and academic departments

• Manage the queries received in Top Desk application regarding Digital Assessments.
• In addition to the duties and responsibilities listed below, the job holder is required to perform other duties assigned by the team leader from time to time.
• To understand the assessment regulations and requirements of the University, including academic regulations, and to be able to advise accordingly.
• Manage the deployment of digital assessments. • Ensure the timely creation of Digital assessments meet deadlines.
• Troubleshoot and resolve issues related to digital assessment platforms.
• Maintain accurate status of assessment schedules, submissions, and results.
• Participate in the continuous improvement of assessment processes and systems.
• To oversee and manage queries received in Top Desk application ensuring responses are sent within specified SLA.
• Liaise with academic and administrative teams to ensure smooth communication regarding assessments.
• Self-Focus In addition to the duties and responsibilities listed above, the job holder is required to perform other duties assigned by the Student Finance team leader from time to time.
• Actively look for ways to improve services and procedures and bring proposals to the attention of line manager.
• To gain and maintain knowledge and experience of all relevant areas of work.

Process Knowledge

• Showcase precision, efficiency, dependability, and satisfaction among staff regarding schedules and other deliverables. Guarantee that quality standards consistently meet or surpass the expectations, requirements, or specifications established by stakeholders.
• Timelines • Mailboxes / TopDesk tickets are managed effeciently and effectively ensuring all the emails/tickets are addressed as per SLA. Ensure that all the required trackers are maintained and updated regularly. All the assessments are built/QA'd on timely manner to ensure SLAs are met always.

Process Improvement

• Suggestions/ideas for enhancing productivity and fostering efficiency within the current process.

Skills

• Ability to meet reporting and processing deadlines.

Customer care skills.

• Thorough, accurate with close attention to detail.
• Meticulous attention to detail.
• Systematic approach to work.
• Ability to understand complex regulations.
• Good IT skills using MS Office software particularly Excel and databases.
• Good communication and interpersonal skills.

Relevant Experience

• 4 to 8+ years of work experience.
• Excel and Word.
• Experience of working with complex spreadsheets.
• Experience of working in a customer service environment (voice and/or email).

Please call me between 11 and 6 p.m. on