Customer Service Technical Support Administrator

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.