Customer Service Technical Support Administrator

Pearson; Manchester; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Technician to join their dynamic team in Manchester. This role offers the chance to provide exceptional customer service in a hybrid work environment, supporting clients with technical issues related to software and network connectivity. You'll be part of a skilled, multilingual team, ensuring customers receive timely and effective solutions. With a starting salary of £24,900 and a comprehensive benefits package, this position promises a rewarding career path with opportunities for professional growth and development. If you're passionate about IT and customer service, this is the perfect opportunity for you!

Benefits

25 days holiday plus UK public holidays

Generous pension scheme

Healthcare and dental plans

Flexible work policies

Gym membership concessions

Cycle to work program

Stock/share purchase options

Employee wellbeing assistance programme

Qualifications

• 1+ years in IT support or relevant qualifications.
• Strong customer service and communication skills are essential.

Responsibilities

• Provide first-class technical support to clients via phone and chat.
• Document customer interactions and troubleshoot software issues.

Skills

Customer Service

Problem Solving

Time Management

Communication Skills

Networking Knowledge

Analytical Skills

Adaptability

Education

IT-related Degree

IT-related Qualifications (Microsoft, Cisco, CompTia)

Tools

SalesForce

Remote Support Tools

Job description

Customer Service Technical Support Administrator

Pearson VUE is regularly praised globally for our commitment to our employees, and we are listed in the 2023 Investors in People awards for our amazing apprenticeship programs. We are proud to offer an exceptional environment to develop your professional career and we are now looking for an IT Support Technician to join our successful team in Salford Quays, Manchester area.

About the Role:

At Pearson VUE, we have an exciting opportunity for an IT Support Technician to join our global IT Support Team and provide first-class customer service for our clients. Each one of our clients is unique, therefore you will treat every customer as a valued individual. You will work in a skilled, multi-lingual team of passionate colleagues, where you will report to the Team Manager and support your customers by telephone, chat, and remote-access tools. You will ensure that you fully understand their enquiry, listen to their needs, and ask questions to troubleshoot any faults and provide effective solutions.

You will deliver exceptional technical service to customers from our network of global Exam Centres, assessment venues, and education organisations, often at times when customers are due to complete important exams. Therefore, you will be expected to prioritise tasks effectively and work with a sense of urgency, taking ownership of customer issues until they are resolved.

It will be your responsibility to provide support and guidance on the installation and troubleshooting of software remotely. You will also assist with upgrading or implementing new applications. Your role will involve documenting and recording customer updates and outcomes using our CRM logging systems.

• Hybrid Work Set-up – work from home or office
• Salford Quays based office is available, Manchester UK
• Permanent & full-time
• Starting salary of £24,900.00 with excellent Pension contributions scheme
• Amazing benefits package and a wide range of development opportunities
• Working week: Monday - Friday (11:30 - 20:00)

About You:

Required Experience and Qualifications

• Excellent knowledge and experience in a customer-focused environment
• At least one year in a similar role or IT-related qualifications
• Excellent written and verbal communication skills
• Must be able to demonstrate a logical and analytical approach to problem solving
• Effective time management
• Experience supporting Microsoft workstation operating systems
• Experience supporting software applications via telephone and using remote support tools
• Experience supporting local network connectivity related issues
• General knowledge of networking configurations and troubleshooting
• Quick learner and ability to adapt to new systems and operating environments.

Desirable Experience and Qualifications

• At least two years in a similar role or an IT-related degree
• Experience supporting Microsoft Server operating systems and office applications
• IT qualifications such as Microsoft, Cisco, or CompTia
• Excellent documentation and training skills
• Utilisation of helpdesk CRM tools (e.g. SalesForce)

Our Successful Candidate

This is a career-changing opportunity; therefore, we are looking for a passionate team player with excellent customer service skills. It would be an advantage to have an IT-related Degree or professional IT work experience. You should be confident with Windows operating systems, have good knowledge of networking configuration and troubleshooting, along with experience supporting customers with software remotely.

Take your IT Support expertise to a new level - we have many interesting and dynamic projects to look forward to in 2024 and 2025, therefore now is the ideal time to join us for a highly rewarding and truly global career at Pearson VUE!

We’ll expect a lot, and we know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know that one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams and their families too. There is a range of options, too many to list here, but when you join our Pearson VUE family, you can look forward to:

• Work from home with occasional office visits
• A starting holiday entitlement of 25 days plus UK public holidays.
• Generous pension scheme where we match and double what you contribute.
• Maternity, paternity, and family care leave as well as flexible work policies.
• Stock/share purchase options.
• Healthcare and dental plans, and an employee wellbeing assistance programme for you and your family to help balance work, family, and personal life.
• Cycle to work program, Gym membership concessions in selected office locations, along with retail and leisure discounts.

This is a role based in Manchester, United Kingdom. Only candidates residing nearby or can travel to the office need to apply.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service
• Industries: Education