ExamSoft is seeking a highly organized and detail-oriented Bar Operations Specialist to manage the day-to-day logistics within the Bar exam administration. This person will report to the Director of Bar Operations.
ExamSoft offers a market-leading assessment-management solution that supports the entire testing process, including exam creation, administration, delivery, scoring, and analysis. The software delivers powerful, actionable data to assess learning outcomes. ExamSoft is a growing company that hires smart and talented people who are excited about personal growth, the positive impact they have on education, and enjoy working in a challenging and fun work environment.
Responsibilities and Duties
On-site technical support management, from recruiting to hiring to training, support and reporting
Coordinate with clients to manage multiple locations, travel arrangements, and assignment communications for 400+ individuals for each bar exam semi annually
Create and deliver training documents and videos for on-site support and customers.
Collaboration with multiple teams to ensure exam takers receive proper on-site support on the exam days
Run QA testing relative to exams to include but not limited to exam file testing to ensure all the settings are correct.
Provide technical support via telephone and email for clients, escalate to the appropriate team when needed - follow up with teams to ensure issue was resolved in a timely manner
Create and manage communication templates to exam takers.
Prepare client database for each exam:
Deactivate applicants and activate test accounts
Update spreadsheets during questionnaire calls
Create exam files for all jurisdictions
Coordinate supplies orders.
Coordinate escalated exam taker support cases and update clients.
Work with Product team to share suggestions for improvements and product ideas.
Keep accurate records of all customer information and communication in internal systems
Create, maintain, and improve internal and external process documents, client guides and instructions
Work with accounting team to process on-site support technicians' payments and documents
Establish a strategic/trusted advisor relationship with the client through product expertise, customer service, and consultative skills, to drive continued value of ExamSoft products and services
Miscellaneous tasks and projects to support the Operations team during off peak times.