Customer Service Technical Support Administrator

Pearson VUE (www.pearsonvue.com) is the leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

The Customer Service Technical Support Administrator is responsible for providing first level technical support to Pearson VUE’s test centers. The Customer Service Technical Support Administrator also acts as first level support for our installation team and as a resource for internal support needs. Able to work flexible schedule with some on-call.

SCOPE AND IMPACT OF JOB

• First point of contact for technical support calls connected to VUE Testing System software installation and operation in test centers across the globe.
• Provides breath taking customer service by answering calls promptly and courteously, offering solutions or additional assistance, and documenting details thoroughly in the incident management system.
• Assist with the installation and configuration of new hardware and software, as required
• Support of VUE Testing System Software
• Support test centers with the installation and use of the VUE Testing System software by using remote tools or phone only support
• Assist test centers with the periodic rollout of software updates
• Technical Support to Pearson VUE’s Customers
• Provide technical hardware/software support to both internal and external customers via phone, email, incidents, instant messaging or on-site support

TESTING EVENTS

Assist with the setup and/or technical support of client testing events

OTHER RESPONSIBILITIES

• Assist with other duties/projects as assigned

Qualifications

Education and Experience

• Associate Degree in computers (preferred)
• 1-2 years’ experience in Windows Application support
• Customer Service experience required
• A certification preferred

Skills, Knowledge and Abilities:

• Proficient in the use of Windows 10 and Windows Server
• Understanding and troubleshooting of basic Network configurations
• Ability to troubleshoot and resolve hardware issues
• Excellent listening, oral, and written communication skills
• Effective planning and prioritizing skills
• Strong customer service and follow up skills
• Ability to work in a team environment
• Adaptability and comfortable to change
• Strong attention to detail

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:

The minimum full-time salary range is between $50,000 - $52,000.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL\_TIME

Workplace Type: Remote

Req ID: 18498

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