Ticket Operations Associate Jobs in Dallas, TX (NOW HIRING)

Current staff, faculty/adjunct at Herzing University: log into UKGand navigate to Menu > Myself>My Company > View Opportunities to apply using the internal application process. 

To participate in a remote work arrangement, employees must reside in the United States. No remote work arrangement will be considered for working from outside the United States. 

The Remote Proctoring Operations Contractor is responsible for monitoring and managing incoming remote proctoring related student support tickets. This includes reviewing submissions for completeness and alignment with testing policies (e.g., scheduling, system readiness, identity verification), documenting decisions and rationale, and escalating valid technical issues to internal teams or external vendors as needed. The role requires strong attention to detail, sound judgment, and consistent documentation practices to support student appeals, compliance requirements, and leadership reporting.

This is expected to be a 6 month contractor role, 20 hours per week. The hourly pay range will be between $25.00 and $35.00.

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.

Preferred qualifications:

• Familiarity with remote proctoring tools, learning management systems, testing platforms, ticketing systems, or similar education technology platforms.
• Demonstrated experience working with confidential student records, exam-related documentation, or sensitive case information in accordance with privacy expectations.
• Strong preference for candidates with experience summarizing findings for internal stakeholders, including faculty, academic leaders, student support teams, or operational leadership.

Additional Responsibilities:

Ticket Processing

• 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 (e.g., scheduling, device readiness, system checks, and identity verification).
• Escalate valid technical issues to appropriate internal teams and/or external vendors (e.g., IT, vendor support) when additional investigation is required.
• Document ticket outcomes and rationale clearly within tracking systems to support audits, appeals, and leadership review

Remote Proctor Session Review

• Complete technical reviews, which include verification and understanding of minimum technology requirements (e.g. RAM, CPU, Internet Speed, etc.).
• 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 (e.g., loss of connection, failure to respond to proctor chat, prohibited behaviors, exam termination).
• 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.

Reporting & Process Support

• Maintain accurate logs of ticket volumes, session review outcomes, and issue trends to support continuous improvement and leadership reporting.
• Identify recurring issues or patterns (e.g., common technical failures, student preparedness gaps) and flag them for internal teams to address through training or process changes.

Technical Understanding

• Ability to recognize and understand common technical issues (e.g., unsupported devices, connectivity loss, system check failures) without performing hands-on IT troubleshooting.

• Comfortable navigating multiple systems simultaneously (ticketing tools, video playback, LMS/assessment platforms, spreadsheets).
• Ability to recognize common technical issues (e.g., unsupported devices, connectivity loss, system check failures) without performing hands-on IT troubleshooting.

Written Communication & Documentation

• Strong written communication skills with the ability to produce clear, concise, neutral summaries suitable for faculty, leadership, and appeal records.
• Experience documenting decisions and rationales in shared tracking tools (e.g., spreadsheets, case logs, or internal systems).

Policy & Confidentiality

• Demonstrated ability to apply institutional policies and testing standards consistently, without exception-making based on anecdotal information.
• Proven understanding of FERPA-level confidentiality and appropriate handling of sensitive student data and exam recordings.

Applicants must be authorized to work for any employer in the U.S. We do not sponsor or take over sponsorship of an employment Visa at this time. 

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. https://www.herzing.edu/nondiscrimination-policy 

Herzing University prohibits sex-based discrimination in any education program or activity that it operates. Individuals may report concerns or questions to the Title IX Coordinator. The notice of nondiscrimination is located at https://www.herzing.edu/title-ix.