GTCS Analyst Level 2

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Job Description

Posted Thursday 20 March 2025 at 16 : 00 | Expires Monday 21 April 2025 at 15 : 59 Summary GTCS Analyst - Level 2 must possess strong commitment to provide high-quality technical service, solid and flexible work ethic. This role provides value to GTCS through proper management of Level 1 support and Prometric owned test centers or partners. This role requires the ability to follow, document, and maintain standard procedures while being efficient and formulating improvement efforts to save and protect candidates for the organization. The GTCS Analyst - Level 2 must be an experienced individual in the technical support field with a proven track record of hands-on experience. Responsibilities : Serving as the second point of contact for Level 1 / Test Centers seeking technical assistance over the phone, chat, and email. Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues. Taking ownership of incidents reported and seeing problems through to resolution. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Prioritizing based on candidate or test center impact and managing several incidents at one time. Documenting technical knowledge in the form of SF knowledge articles quickly. Assisting in simulation and recreation of Test Center problems and recommending system modifications / best practices to eliminate problems and improve efficiencies. Being part of special projects assigned by Managers or Team Leaders that may require collaboration with cross-functional teams. Coordinating, executing, and monitoring proactive efforts in the Prometric Testing Environment. Performing other duties as assigned by Team Leader or Manager. Position Requirement : Minimum 18 months as a GTCS Analyst - Level 1. Hands-on experience with Windows OS environment. Ability to diagnose and troubleshoot technical issues in a virtual environment. Excellent problem-solving, critical thinking, and communication skills. Ability to provide step-by-step technical help, both in written and verbal forms. Programming skills - VB, VBScript, C++, Java, HTML, or PowerShell are a plus, though not required. Proficiency in Microsoft SQL Server. Certified in GTCS AP&C Intermediate Exam. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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