Job Description:
About ETS:
ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.
Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.
Position Summary:
The Customer Support Executive will serve as the first point of contact for candidates and clients in a secure, high-stakes testing and assessment environment. The role involves providing accurate and compliant support via phone, chat, and email, with a strong focus on test integrity, data privacy, and SLA adherence, especially during live examination windows.
Key Responsibilities:
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Handle inbound and outbound interactions through calls, chat, and email.
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Support candidates with:
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Registration, scheduling, rescheduling, and cancellations
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Account access and login issues
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Test-day readiness, system checks, and general inquiries
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Score-related and post-test queries
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Provide Level-1 technical support, including:
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Browser and system compatibility
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Internet and basic network checks
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Cache, cookies, pop-ups, permissions, and peripherals
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Deliver real-time assistance during live exams, following defined escalation protocols for:
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Test disruptions
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Technical failures
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Security or integrity concerns
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Log all cases accurately in CRM/ticketing systems with audit-ready documentation.
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Ensure strict compliance with data privacy, confidentiality, and test security policies.
Experience and Skills:
Skills & Qualifications
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Excellent spoken and written English.
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Strong customer handling and problem-solving skills.
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High attention to detail and process discipline.
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Basic IT troubleshooting knowledge (Windows/macOS, browsers, connectivity).
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Willingness to work in a 24×7 rotational shift environment.
Education & Experience
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Graduate in any discipline (mandatory).
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Experience in customer support, BPO, technical support, or high-compliance environments preferred.
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Freshers with strong communication skills and technical aptitude may apply.
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IT or computer-related certifications are an added advantage.
Behavioral Competencies
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Strong ethics and confidentiality awareness.
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Ability to perform under time-critical and high-pressure conditions.
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Calm escalation handling and strong ownership mindset.
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Willingness to undergo background checks and compliance training.
What We Offer
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Structured onboarding and training on secure testing and compliance standards.
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Exposure to global, high-stakes assessment programs.
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Career growth opportunities in Quality, Compliance, Training, and Operations.
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Competitive compensation.
#LI-JP1
#LI-ONSITE
ETS is mission driven and action oriented
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We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
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We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. Â In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
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As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. Â At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!
ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.
From: ETS GCC
