Position: OnVUE Technical Support Coordinator (Customer Service Technical Support Administrator)
Location: Hybrid (India)
Department: Customer Service
Schedule: Full-Time
About Pearson
Pearson is a global leader in education, employing over 24,000 people in 70 countries. Dedicated to improving lives through learning, Pearson supports personalized, scalable education powered by technology. As part of Pearson VUE, the certification and assessment division, the OnVUE Technical Support Coordinator will assist in supporting global candidates throughout their certification journey. This role goes beyond technical support, promoting the Pearson values of empathy, adaptability, and customer-centered service.
Role Overview
The OnVUE Technical Support Coordinator is responsible for providing technical support to candidates, assisting with live troubleshooting, and handling post-issue research. This is a customer-facing role that requires excellent communication skills, technical troubleshooting abilities, and a customer-first approach.
Key Responsibilities
- Technical Support and Troubleshooting: Analyze candidate issues, perform troubleshooting steps, and resolve technical problems using Pearson's case management system. Highlight trends and share findings to enhance solutions.
- Deliver Exceptional Customer Service: Adapt communication style to meet candidate needs, provide clear troubleshooting directions, and reassure candidates under high-stress situations.
- Case Documentation: Record interactions accurately, analyze issues, and document solutions to enhance future troubleshooting.
- Stakeholder Communication: Share feedback and data trends with internal teams to drive improvements in processes.
Key Skills and Requirements
- Education: Minimum high school diploma or equivalent.
- Experience: Customer service experience is preferred, with basic troubleshooting experience a plus.
- Technical Proficiency: Familiarity with standard technology (Windows, MS Office 365, Excel, Word).
- Soft Skills: Strong active listening, empathy, time management, and conflict resolution skills.
- Attitude: Positive, adaptable, and eager to learn and grow within a fast-paced environment.
Schedule and Flexibility
This role requires a 40-hour workweek with shifts that may include afternoons, evenings, and weekends to meet global candidate needs. Flexibility and a willingness to adapt to changing schedules are essential.
Why Join Pearson?
- Supportive Environment: With a strong focus on diversity, equity, and inclusion, Pearson values employees’ unique perspectives, making it a place where individuals can thrive.
- Career Development: Pearson offers extensive training and development programs to support your growth within the company.
- Positive Work Culture: Pearson promotes work-life balance, inclusivity, and a culture of continuous feedback to ensure employee satisfaction.
If you’re passionate about helping others, adept at problem-solving, and looking for a company that values personal and professional growth, Pearson’s OnVUE Technical Support Coordinator role could be an excellent fit.
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