Operations Support Specialist

360training; Metro Manila; On-site; PHP 180,000 - 300,000; Full time

Job summary

360training is seeking an Operations Support Specialist to monitor online students during final examinations, manage the live proctoring queue, and verify Photo IDs.

You will collaborate closely with Customer Support and IT to troubleshoot student issues, answer inquiries, and ensure exams comply with proctoring rules.

Additional duties include reporting complaint trends, assisting with processing, handling webinar proctoring, and coordinating live training enrollments and LMS access.

Qualifications

• 6 months to 1-year preferred experience as a CSR but not required.
• Excellent oral and written communication skills.
• Working knowledge of the Internet.
• Extremely organized and proactive.
• Problem solving and decision-making capability.

Responsibilities

• Identify and troubleshoot issues raised by Customer Support regarding student issues.
• Collaborate with Customer Support, IT and management to address student questions during proctored exams.
• Answer inquiries and provide general information on proctored exam rules and guidelines.
• Manage iProctoring Site (RPS) and Proctoring Drive; update student profile information.
• Process affidavits of approved exams and adhere to proctoring rules.
• Provide details to support staff for student disapproved exams.
• Compile and report data on complaints and issue trends.
• Assist with Customer Processing/Fulfillment when needed.
• Assist with other Customer Support activities when requested.
• Grade assignments for online mortgage training courses as needed.
• Serve as a proctor for webinar-based mortgage training courses as needed.
• Provide logistic support for creating, enrolling, and processing live training participants.
• Support customers and instructors for pre/post training processes (enrollment URLs, LMS access, etc.).

Skills

Communication skills

Proactive problem solving

Organized

Meet deadlines

Multitasking

Tools

Excel

Word

Outlook

Job description

At 360training.com, one of our priorities is to create a performance culture where associates come to work each day motivated to share ideas and create solutions to grow the business. As part of this, we want to hire the best talent to serve our customers and deliver results in support of our goals.

The Operations Support Specialist will be responsible for monitoring online students taking final examination of courses offered by an approved provider. They are also the one responsible for managing the Live Proctoring Queue and Student Recorded Exam videos. It also includes verifying and validating of the Photo Identification Cards presented by students. Answering inquiries from Customer Support is also a Proctor’s responsibility and it may include technical issues, reason for disapproved exams, etc. Operations Support Specialists are also responsible for reporting related student complaint volume about proctoring and type, as well as trends in issues and their cause. Analyzes and rectifies errors using established procedures.

Key Job Functions and Responsibilities

• Identify and troubleshoot issues brought forth by Customer Support regarding a reported issue of students.
• Collaborate with Customer Support, IT department and management to successfully troubleshoot and address any issues or questions that students experience throughout their proctored exam.
• Answer inquiries and provide general information to Customer Support relating to a student concern such as Proctored Exam rules and guidelines.
• Managing iProctoring Site (RPS), Proctoring Google Drive, and making appropriate updates to student profile information.
• Processing affidavits of approved student exam and adhering to Rules for Proctors and Proctoring
• Providing details to Customer support for student complaints regarding their disapproved exam.
• Compile and report data relating to complaints and issue trends.
• Assist with Customer Processing/Fulfillment work when necessary.
• Assist with other Customer Support Activities when requested.
• Assignment grading for our online instructor led mortgage training courses, as needed.
• Serving as a Proctor for webinar-based mortgage training courses, as needed.
• Logistical support with creating, enrolling, and processing live training participants.
• Customer and instructor support for pre/post training processes and procedures – enrollment URLs, LMS access, document access, QR codes, emails, etc.

Qualification Required

• 6 months to 1-year preferred experience as a CSR but not required
• Excellent oral and written communication skills
• Working knowledge of the Internet.
• Extremely organized and proactive.
• Problem solving and decision-making capability
• Ability to interact with people from a variety of backgrounds, levels and positions
• Ability to meet deadlines and prioritize with high attention to detail.
• Ability to anticipate clients’ needs
• Ability to work under pressure, environment, juggling multiple tasks simultaneously.
• Computer skills: Excel, Word, Outlook
• Approaches work/responsibilities in a professional manner
• Capable of meeting productivity performance goals
• Excellent analytical skills