Customer Service Technical Support Administrator

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people. 

Your Opportunity   

Join the Pearson VUE operations team where we are dedicated to helping support candidates and clients throughout their certification testing process. The OnVUE Tech Support Team is an escalation point for our global testing candidates who may experience technical issues during the OnVUE exam process. As an OnVUE Technical Support Coordinator, you will focus on both live troubleshooting and post-issue research within the Pearson VUE case management system. If you are looking to work with a company that cares about its employees, including the importance of work-life balance, takes ownership of customer satisfaction, and cultivates an environment that integrates our Pearson values into everything we do – this is the place for you.   

 This is a candidate-facing role, where our coordinators will personally connect with test takers to offer support, guidance, and reassurance while walking customers through basic troubleshooting steps. Like every department within Pearson, our work goes beyond just delivering exams, and focuses on our ability to allow learners to flourish. We are looking for team members who are ready and able to deliver a first-class level of customer service to our candidates and clients through skills we will help sharpen and grow. Our teams focus heavily on the importance of empathy and responding to candidate concerns – we don’t shy away from real-time feedback and consistent conversations with staff to ensure we never lose sight of our overall team, department, and company goals.  

 Job Title: OnVUE Technical Support Coordinator   

Location: We are a global company and department, with team members are based in Bloomington, Minnesota and Noida, India. This position is based in Bloomington Minnesota.  

Hours: You will be working a regular full-time position - working a 40-hour shift each week. We are hiring available shifts which will include hours in the afternoon/evening and/or weekends. For example, Sunday - Thursday, Saturday - Wednesday, Thursday - Monday or Tuesday - Saturday. Subject to change based on business needs. 

New Hire Training: During your first few weeks of onboarding, you’ll be asked to adhere to a training schedule that allows our teams to show you the ropes and create a foundation of required knowledge you’ll use throughout your career with Pearson.  

We are excited to offer a Sign-on Bonus for candidates who will be successful for this position, to be paid out after completing the first 60 days as a full-time employee. 

PRIMARY RESPONSIBILITIES   

Technical Support and Troubleshooting:

• Respond to candidate issues by analyzing the situation and performing necessary and appropriate actions to reach a resolution by using internal processes and critical thinking skills. 
• Actively demonstrate the application of concepts and guidelines. 

• Using an internal case management system to complete tasks and find best solutions for candidates while adhering and upholding 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 proposes solutions for barriers to leadership. 

Deliver first-class customer service:

• Understands the expectations of a test taker and able to adapt your communication style to meet the needs of a conversation while delivering service that exceeds customer’s needs within department guidelines.  

• Effective verbal and written communication skills. Provide clear and concise directions to live candidates while troubleshooting, and/or explaining policies and/or testing procedures.  

• Anticipate candidate needs, identifies, and resolves issues that impact the delivery of quality service. 

• Use active listening to understand the candidate's concerns, demonstrating comprehension of the issue through the use of asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations.  

• Ability to research, analyze, interpret, and document candidate interactions.  

• Exhibits a positive can-do attitude and approach to tasks; meets new challenges and changes with an open mind; demonstrates commitment to the role and supporting a candidate.  

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 find joy in helping others succeed.  

• Has a patient, positive, compassionate, and friendly demeanor. 

• Thrive working with a team and technology.  

• Eagerness to learn and willing to adapt to situations as business needs change and demand for service grows. 

• Proficient standard technology including Windows, Microsoft 360 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.  

• Willing and able to work assigned shifts, flexible work arrangements and time off may be limited during specific times due to business demands. All overtime must be approved in advance.