Pearson VUE is seeking dedicated Customer Service Technical Support Administrators to deliver a first-class level of customer service to our candidates and clients. Our teams prioritize empathy and focus on addressing candidate concerns, fostering an environment of real-time feedback and continuous development to meet our overarching team, department, and company goals.
Primary Responsibilities
Technical Support and Troubleshooting
- Respond to candidate issues by analyzing the situation and performing necessary actions to reach a resolution, utilizing internal processes and critical thinking skills.
- Actively demonstrate the application of concepts and guidelines.
- Use an internal case management system to complete tasks and find optimal solutions for candidates, adhering to client policies and internal procedures.
- Collect essential and relevant information to highlight trends, sharing findings with internal stakeholders to drive solutioning.
- Follow through on commitments and take responsibility for results, effectively prioritizing tasks.
- Identify and propose solutions for barriers to leadership.
Deliver First-Class Customer Service
- Understand the expectations of a test taker and adapt your communication style to meet the needs of a conversation, delivering service that exceeds customer needs within department guidelines.
- Provide clear and concise directions to live candidates while troubleshooting, and/or explaining policies and/or testing procedures.
- Anticipate candidate needs, identify, and resolve issues that impact the delivery of quality service.
- Use active listening to understand candidate concerns, demonstrating comprehension through probing questions, supportive directions, and empathetic reassurance during high-stress situations.
- Ability to research, analyze, interpret, and document candidate interactions.
- Exhibit a positive can-do attitude and approach to tasks; meet new challenges and changes with an open mind; demonstrate commitment to the role and supporting candidates.
Background Requirements
- Education and Experience:
- Minimum High School Diploma or equivalent.
- Customer service experience preferred.
- Basic technical troubleshooting experience preferred.
Key Characteristics We Are Looking For
- Passion for customer service and finding joy in helping others succeed.
- Possesses a patient, positive, compassionate, and friendly demeanor.
- Thrive working with a team and technology.
- Eagerness to learn and willingness to adapt to situations as business needs change and demand for service grows.
- Proficient in standard technology including Windows, Microsoft 365 (OneDrive, Excel, Word), and other related applications.
- Conflict management skills; diplomatic and sees feedback as an opportunity for growth.
- Time management skills; can quickly and effectively adapt to changes.
- Ability to deal with ambiguity and overcome objections.
- Strong attention to detail.
