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Content Support Specialist
2 weeks ago
Overview:
Would you like to help enrich the lives of learners around the world?
At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.
RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).
Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, A Levels, and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on-screen tests and to mark millions of paper-based scripts. For over a decade we have been partnering with the world’s leading awarding bodies to deliver intuitive, secure, and reliable e-marking solutions.
**Responsibilities**:
Joining our ASM team, you will be responsible for the daily operations and configuration support for our on-demand platforms. Bringing previous administration experience, you will support the implementation and maintenance of content and resources used within the system. Taking on the role of internal expert, you will use support end-users with using our systems and identify opportunities for internal process improvements.
- Own Conversion of PDF -Exam Papers to Digital Exams on a testing platform
- Understand and learn process of converting paper based exams to digital tests
- Author Digital tests/exams using the testing platform when required
- Review the authored digital tests according to Client guidelines and maintain the quality standard
- Ensure that the process of the content delivery and review is followed
- Provide early life support to for the production to start the process
- Work with Program to ensure that the production environment is ready for Exam paper authoring
- Troubleshoot systems issues and work collaboratively with other internal teams to resolve
- Analyse data to identify opportunities for process and quality improvements
- Recommend solutions to use the systems to deliver organisational objectives
- Demonstrable ability to deliver results meeting KPIs, SLAs, and OLAs
- Ability to maintain quality output whilst demonstrating flexibility to changing demands and priorities in a high-paced environment.
- Demonstrable ability to identify and deliver improvements to products and/or services.
- Ability to make informed decisions that directly affect business performance.
- Displaying good judgment in balancing the needs of the customer and RM
- Excellent written and verbal communication with strong active listening and influencing skills.
- Develops reliable professional customer relationships and positions themselves as the operational day-to-day contact for their customer.
- Demonstrates a commitment to delivering their customer needs.
**Experience**:
- A customer-first attitude, with the ability to understand and adapt to various personalities, ensuring that each response is tailored to individual needs.
- Strong problem-solving abilities are essential, paired with a sharp eye for detail, enabling you to resolve customer issues accurately and efficiently.
- The ability to multi task and handle a high volume of inquiries, maintaining a consistent level of service quality throughout.
- The ability to work collaboratively in a team environment, as well as independently, with mínimal supervision.
- Excellent communication skills, both written and verbal, to ensure you’re delivering clear and effective support to our diverse range of customers.
- Experience in a customer-facing delivery role
- Experienced in the delivery of large-scale operations and time-critical services.
- Ability to be self-reliant, work under pressure and prioritize workloads.
- Analyse data to identify opportunities for process and quality improvements
