Operations Support Analyst

About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

Summary

The Operations Support Analyst (OSA) acts as a support system for the Channel Engagement Manager (CEM) and serves as the primary point of contact for an assigned portfolio of test delivery points. We are looking for an individual who can provide quality support to our dedicated test center networks APAC and ANZ regions. This role involves collaborating with various internal departments, clients, and partners.

Duties & Responsibilities

• Assist in managing all dedicated testing coordination and site support including problem solving by adhering to the escalation protocols
• Manage the communication on getting the site commitment on the date of participation
• Provide operation support and test delivery readiness communication to dedicated Test center centers
• Assist in handling escalations proactively and positively
• Assist in updating the audit trail of all problems and resolutions (problem description, troubleshooting steps are taken, resolution) in Salesforce and other support tools
• Work in a team-based environment promoting a service excellence culture
• Participate in staff meetings, training programs, and team events as required
• Perform other duties as assigned
  
  

Qualification & Experience

• Candidate should at least possess a Diploma (Advanced / Higher or Graduate) bachelor’s degree in any discipline or equivalent
• Must have at least three (3) years’ experience in an operations support environment.
• Excellent interpersonal, written, and oral communication and organizational skills
• Optional - speak, read, and write Japanese fluently (JLPT N1 or N2 level)
• Problem-solving and negotiation skills
• Ability to manage time to work on a variety of tasks simultaneously
• Attentive, accurate, and focused, with a careful eye for detail
• Ability to be flexible in working days/hours, as business needs dictate
• Organized, and able to manage multiple tasks with appropriate priorities
• Assumes responsibility and ownership of work product and deliverables
• Ability to work effectively with other departments to ensure that service commitments are met
• Proven ability to work well under pressure
• Ability to implement efficiencies and productivity enhancements to the existing processes
• Ability to work in both a team environment and autonomously. A team player, while being able to work independently with minimal supervision
• Demonstrate a high degree of integrity and confidentiality
• Able to support work either on day shift, weekend and/or on Malaysian public holidays.
• Strong background in MS applications, including MS Forms, Power Automate and Power BI is an advantage
  
  

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.