Customer Service Specialist, Technical Support

Jobtailor; Deutschland; Remote; EUR 65.000 - 90.000; Vollzeit

Zusammenfassung

Pearson is seeking a skilled Customer Support Engineer to resolve complex issues across Q-global, Q-interactive, Assess, and Identity Enabled Services. You will handle escalations and guide customers through high-impact technical challenges.

You will perform advanced troubleshooting, root cause analysis, and knowledge base contributions, collaborating with Product, Development, Infrastructure, and Identity Management teams to improve processes and SLA compliance.

Qualifikationen

• Experience in user account administration.

Aufgaben

• Resolve complex customer issues across Pearson’s clinical assessment platforms, including Q-global, Q-interactive, Assess, Identity Enabled Services (IES), authentication systems, account administration, and platform integrations.
• Investigate issues that cannot be resolved through standard troubleshooting.
• Identify root causes across multiple systems.
• Collaborate with Product, Development, Infrastructure, and Identity Management teams.
• Guide customers through resolution of high-impact technical challenges.
• Perform advanced troubleshooting and escalation management.
• Conduct root cause analysis.
• Contribute to knowledge management and mentor peers.
• Own escalations and drive resolution effectiveness.
• Support customer satisfaction, customer effort, SLA compliance, and first-contact resolution.
• Produce accurate technical documentation and knowledge base contributions.
• Recommend and implement process improvements.
• Reduce repeat customer contacts.

Kenntnisse

Analytical Thinking

Communication

Problem-Solving

Influencing

Adaptability

Tools

Q-global

Q-interactive

Assess

Identity Enabled Services (IES)

Teams

SharePoint

JIRA

Knowledge Management Systems

Jobbeschreibung

• Resolve complex customer issues across Pearson’s clinical assessment platforms, including Q-global, Q-interactive, Assess, Identity Enabled Services (IES), authentication systems, account administration, and platform integrations
• Investigate issues that cannot be resolved through standard troubleshooting
• Identify root causes across multiple systems
• Collaborate with Product, Development, Infrastructure, and Identity Management teams
• Guide customers through resolution of high-impact technical challenges
• Perform advanced troubleshooting and escalation management
• Conduct root cause analysis
• Contribute to knowledge management
• Mentor peers and provide technical leadership
• Own escalations and drive resolution effectiveness
• Support customer satisfaction, customer effort, SLA compliance, and first-contact resolution
• Produce accurate technical documentation and knowledge base contributions
• Recommend and implement process improvements
• Reduce repeat customer contacts

Requirements

• Experience in user account administration
• Experience troubleshooting authentication, Single Sign-On (SSO), and Multi-Factor Authentication (MFA)
• Experience with user provisioning and permissions
• Experience supporting web-based and mobile applications
• Experience with user administration and configuration troubleshooting
• Experience with software-based tools
• Experience conducting root cause investigations, log analysis, defect identification, system behavior analysis, and cross-system troubleshooting
• Experience with CRM and ticketing platforms
• Experience with knowledge management systems
• Experience with collaboration tools, including Teams and SharePoint
• Experience with documentation platforms, including JIRA
• Intermediate proficiency in Learning to Learn, Adaptability, and Artificial Intelligence Utilization
• Communication, analytical thinking, influencing, business acumen, business relationship management, strategic thinking, and problem-solving skills
• Ability to explain technical concepts to non-technical audiences
• Ability to manage multiple complex cases simultaneously and work in fast-paced environments
• Willingness to mentor peers and contribute to knowledge sharing

Core Competencies

Demonstrates expertise in troubleshooting complex customer issues across clinical assessment platforms, with a strong focus on user account administration, authentication systems, and root cause analysis. Capable of mentoring peers and driving process improvements while ensuring customer satisfaction and SLA compliance.

Highest-signal resume keywords

• User Account Administration
• Authentication Troubleshooting
• Root Cause Analysis
• CRM and Ticketing Platforms
• Knowledge Management Systems

ATS Optimization Keywords

Hard Skills

• Single Sign-On (SSO)
• Multi-Factor Authentication (MFA)
• User Provisioning
• Configuration Troubleshooting
• Log Analysis
• Defect Identification
• System Behavior Analysis
• Cross-System Troubleshooting
• Technical Documentation
• Process Improvement

Soft Skills

• Analytical Thinking
• Communication
• Problem-Solving
• Influencing
• Adaptability

Industry Keywords

• Clinical Assessment Platforms
• Customer Satisfaction
• SLA Compliance
• Escalation Management
• Technical Leadership

Tools & Technologies

• Q-global
• Q-interactive
• Assess
• Identity Enabled Services (IES)
• Collaboration Tools
• Teams
• SharePoint
• Documentation Platforms
• JIRA
• Knowledge Management