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
We are seeking passionate and customer-focused Technical Support Agents to join our growing support team. This role operates in a technologically dynamic environment and offers competitive compensation and benefits. The Technical Support Agent serves as the first point of contact for PSI exam takers, candidates, and students, providing high-quality technical and customer support across phone and chat channels.
The successful candidate will demonstrate strong technical aptitude, excellent communication skills, and a commitment to delivering an exceptional support experience. All interactions and resolutions are documented within the ticketing system while supporting PSI's delivery platforms and testing modes.
This role operates in a 24x7 support environment, including rotational shifts, weekends, and holidays as required to support global operations.
Primary Responsibilities
- Serve as the first point of contact for exam takers, candidates, and students via phone and chat support channels.
- Provide technical and customer support for PSI delivery platforms, applications, and testing environments.
- Accurately log, track, and document all customer interactions and resolutions using ticketing systems such as JSM (JIRA Service Management).
- Take full ownership of issues from initial contact through successful resolution.
- Utilize remote support tools (e.g., AnyDesk) and other technical support applications as needed.
- Escalate complex or unresolved issues to Tier 2 support teams and/or leadership in a timely and effective manner.
- Develop and maintain a strong understanding of technical support operations, systems, applications, and business processes.
- Build technical expertise across PSI systems and develop specialized knowledge of specific delivery platforms.
- Maintain working knowledge of operating systems, application software, and troubleshooting methodologies.
- Consistently follow company guidelines, policies, processes, and procedures.
- Perform additional duties and responsibilities as assigned.
Knowledge / Skills
- Minimum of one (1) year of experience as a Technical Support, Helpdesk, or Service Desk Agent within a BPO or IT-BPO environment.
- Strong understanding of basic computer operations, internet connectivity, and email protocols.
- Familiarity with PC systems, hardware, and basic troubleshooting techniques.
- Solid customer service skills with strong problem-solving abilities and attention to detail.
- Working knowledge of internet technologies, networking, fundamentals, and email systems.
Education / Experience
- Graduate, 3 year degree
- Proficiency in Microsoft Office applications, including installation, operation, and support.
- Excellent verbal and written communication skills with the ability to produce professional, concise, and grammatically correct correspondence.
- Strong teamwork skills with a positive and professional attitude.
- Ability to multitask, stay organized, and perform effectively in a fast-paced environment.
Preferred / Nice-to-Have
- Certifications such as ITIL Foundation
- CompTIA A+/ Network+
- Microsoft Fundamentals
- Google IT support professional and/or any entry-level technical support or customer service certification
ETS is mission driven and action oriented
- We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
- We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
- As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!
- The base salary range advertised represents the low and high end of the anticipated salary range for this position. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. The base pay is only one aspect of the Total Rewards Package that will be offered to the successful candidate.
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. 
