Introducing our Partner Support Manager

Say hello to our Partner Support Manager, Eddie Xiong. Chances are if you call our 24/7 technical support line you will be talking directly to Mr. Xiong himself. We are so happy to have someone so passionate about customer support on our team! Meet the man behind the phones:

A little about Eddie:

Born in Minneapolis, Minnesota, Eddie is one of 6 children. He moved to Charlotte, North Carolina in 1999 and considers himself a “Carolinian.” Eddie has over 5 years in customer service and Information Systems. As our Partner Support Manager, he currently manages our support team to ensure each student has the best possible experience using ProctorFree. He strives for excellence and looks forward to making an impact as a team member.

What are you working on right now?

We are currently looking into a more efficient phone routing system to improve our call quality and service. The second service we are looking for is a remote desktop application. We understand how frustrating it is when there are any technical difficulties. With the remote service, we will be able to temporarily take the driver’s seat of a student’s computer and assist each student in a timelier manner.

What does your typical workday look like?

A typical day for me is to ensure that we have the sufficient amount of support members working throughout the entire day so no student is left without any assistance.  I also assist students and possible prospects who inquire about us with any questions. On top of that, I try to keep everybody happy in the office. 🙂

What is the best part of working at ProctorFree?

The best part about working for ProctorFree is being a part of a growing company that is revolutionizing the way educational testing is being administered. It is a big inconvenience for someone who works full time, is a student and has a family, to have to go on campus to have a live proctor. I also enjoy going into the office, seeing my great co-workers faces, and the option to wear comfortable or formal clothes.

What are you most excited about at ProctorFree?

What I am most excited about at ProctorFree is the amount of growth that is happening. An online proctoring service of an exam is a different experience for new users. However, with the ease of our service, and availability of our support team, online testing has never been easier.

What does it take to build relationships?

Building a relationship depends on the initial contact. How a person sets a tone through their voice or posture will set the outcome. With each student we come into contact with, there is an opportunity to build a great relationship with. The best way to build a strong relationship is to listen, comprehend, and repeat what the user is contacting us about.

What do you enjoy doing on your spare time?

Coming from a big family, I enjoy spending time with my family. Whether it is a barbeque or if it’s a day at the park. I also enjoy cooking with my mother. Some of my hobbies are playing disc golf, DJ’ing for parties, and fishing.