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About the Role

This contractor role focuses on monitoring and managing remote proctoring student support tickets, ensuring adherence to testing policies, documenting decisions, and escalating technical issues. The role requires attention to detail, sound judgment, and consistent documentation for student appeals, compliance, and reporting.

Responsibilities

• Monitor and manage incoming proctoring-related support tickets submitted by students, ensuring timely review and response.
• Review ticket documentation for completeness, accuracy, and alignment with institutional testing policies.
• Escalate valid technical issues to appropriate internal teams and/or external vendors.
• Document ticket outcomes and rationale clearly within tracking systems.
• Complete technical reviews, including verification of minimum technology requirements.
• Review recorded proctoring exam sessions to verify testing conditions, student behavior, and proctor actions when incidents or appeals are reported.
• Identify and timestamp relevant events within session recordings.
• Assess whether issues observed in session recordings align with student claims and supporting ticket documentation.
• Apply standardized review criteria to distinguish between student responsibility, technical failure, and proctor error.
• Summarize session review findings in concise, neutral language for use in appeal decisions and faculty/campus communication.
• Maintain confidentiality and professionalism when handling sensitive student data, recordings, and communications.
• Maintain accurate logs of ticket volumes, session review outcomes, and issue trends.
• Identify recurring issues or patterns and flag them for internal teams to address.

Requirements

• Associate's or Bachelor's degree in information systems, computer science or related field.
• Prior experience reviewing student support tickets, incident reports, case documentation, or records for accuracy, completeness, and appropriate follow-up.
• Experience interpreting and applying institutional policies, technical requirements, or standardized review criteria in a consistent and objective manner.
• Ability to recognize and understand common technical issues without performing hands-on IT troubleshooting.
• Comfortable navigating multiple systems simultaneously.
• Strong written communication skills with the ability to produce clear, concise, neutral summaries.
• Experience documenting decisions and rationales in shared tracking tools.
• Demonstrated ability to apply institutional policies and testing standards consistently.
• Proven understanding of FERPA-level confidentiality and appropriate handling of sensitive student data and exam recordings.
• Must be authorized to work for any employer in the U.S.

Skills

• Remote proctoring tools
• Learning management systems
• Testing platforms
• Ticketing systems
• Education technology platforms
• Confidential student records management
• Exam-related documentation handling
• Sensitive case information handling
• Summarizing findings for stakeholders
• Written communication
• Documentation
• Policy interpretation
• Confidentiality
• Technical understanding
• Multi-system navigation

Location

• United States

Work Type

• Remote
• Contractor
• Part-time

Experience Level

• 6 month contract
• 20 hours per week

Education Level

• Associate's degree
• Bachelor's degree

Salary/Compensations

• $25.00 - $35.00 per hour

About the Company

• Herzing University is committed to providing a diverse environment and is dedicated to fostering a culture and atmosphere of mutual respect.
• It provides an inclusive and collegial community where individuals are valued, heard and empowered to contribute to the effectiveness of the institution.

Equal Opportunity

• Herzing University is committed to providing a diverse environment and is dedicated to fostering a culture and atmosphere of mutual respect.
• It provides an inclusive and collegial community where individuals are valued, heard and empowered to contribute to the effectiveness of the institution.
• It is the university’s practice to recruit and hire without discrimination because of skin color, gender, religion, LGBTQi2+ status, disability status, age, national origin, veteran status, or any other status protected by law.
• Herzing University prohibits sex-based discrimination in any education program or activity that it operates.