Position Title: Omni Channel Support Agent
Position Reports To: Shift Manager
Job Location: Electronic City, Bangalore
Position Responsibilities
- Maintains a working knowledge of our clients 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.
- 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
- A graduate with 0 to 3 years of experience in the call center industry specializing in 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(Cab will be provided within 20km radius from office location).
Must Have
- 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.
Good To Have
- 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.
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