How Examus Technical Support Works

Let's take a closer look at the Examus tech support department.

We have already covered how the Examus proctor department operates. Now let's see how the tech support department is working. Employees there must quickly process and solve all technical issues arising during exams. Since the exam time is strictly limited, every problem must be solved as quickly as possible.

We focus on the student's interests first of all, and therefore we are convinced that the work of the technical support department must also meet the highest standards.

How does it work?

Our technical support is divided into three levels. The first one assists students and operates according to the scripts. The second level is meant to work with clients, test systems developers, and external proctors. The third level is the Examus development department, which is responsible for server infrastructure maintenance. They also get involved when clients ask to add a new feature or to fix recurring problems.

The student support service operates daily from 6:00 am to 10:00 pm. The second level works from 8:00 am to 8:00 pm, and the third level assists according to the standard 5/2 schedule with a 24/7 server health monitoring service. If necessary, upon clients' request, each team can provide 24/7 support.

Every user can contact the Examus technical support via email and WhatsApp. When a tech support specialist receives the request, they analyze the issue and mark it with the corresponding topic tag. The standard response time is usually no longer than 5 minutes. Then all requests are distributed among the technical support staff. When the issue is solved, the specialist responds to the user through the same contact.

Before messaging technical support, the student can also use the chatbot in Telegram or the Examus web application. It answers the frequently asked questions and enables students to solve some common problems on their own. Thus the technical support team can use their resources more efficiently and focus on solving more complex issues. We also have created a knowledge database that is regularly updated.

The number of requests we regularly process

On average, Examus specialists process about 800-900 applications per week. For example, last June, we processed about 3,500 applications (also known as tickets). A large number of questions were about proctoring status and personal information processing (about 500 tickets per month). Another 400 submissions were related to the exam content. We forwarded these to the exam organizers.

Technical issue tickets are less common. On average, about 15-20% of requests come from users who face difficulties in pre-examination equipment verification. Even less common are issues with authorization, microphone, and webcam connection. We rarely receive requests for application download instructions, and in this case, our technical support will certainly help as well.

Conclusion

On average, according to surveys, 87% of users are satisfied with our technical support, and another 7% rate their experience as neutral. We are constantly striving for excellence and working on improving the quality of request processing. For example, in June, due to a number of new features, the percentage of satisfied customers was significantly higher than in May. And our current goal remains to get as close as possible to 100% efficiency.