Advanced Associate, Customer Service

Pearson; Dadri; On-site; INR 500,000 - 700,000; Full time

Job summary

Pearson is seeking an Advanced Associate (OnVUE Technical Support Coordinator) to join their operations team in India. This role involves troubleshooting and ensuring a smooth testing experience for candidates using internal processes.

As a full-time position, you will deliver exceptional customer service and utilize critical thinking skills in problem resolution. The ideal candidate will have a Bachelor's degree and experience in customer service.

The position offers a hybrid work model with varied shifts, emphasizing teamwork and adaptability.

Qualifications

• Minimum Bachelor's degree or equivalent.
• Customer service experience preferred.
• Basic technical troubleshooting experience preferred.

Responsibilities

• Respond to candidate issues with critical thinking to resolve issues.
• Deliver first-class customer service while troubleshooting.
• Collect information and report trends to internal stakeholders.

Skills

Customer service

Technical troubleshooting

Conflict management

Time management

Attention to detail

Education

Bachelor's degree or equivalent

Tools

Windows

Microsoft 365

Excel

Word

Job description

Advanced Associate (OnVUE Technical Support Coordinator)

At Pearson, we help people realize the life they imagine through learning. Join the Pearson operations team where we are dedicated to supporting candidates and clients throughout their certification testing process. The OnVUE Tech Support Team is an escalation point for our global testing candidates. As an Advanced Associate you will focus on live troubleshooting and post‑issue research within the Pearson VUE case management system.

Title: Advanced Associate

Location

Noida, India (global team)

Hours

Full‑time (40 hours per week). Shifts include afternoon/evening and weekends. Schedule subject to change based on business needs.

New Hire Training

First few weeks of onboarding will include a training schedule.

Primary Responsibilities

• Respond to candidate issues by analyzing the situation and performing necessary actions to resolve the issue using 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 solutions for candidates while adhering to client policies and internal procedures.
• Collect essential 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 test taker expectations and adapt communication style to meet their needs while delivering service that exceeds customer expectations.
• Provide clear and concise directions to live candidates while troubleshooting and explain policies and testing procedures.
• Anticipate candidate needs, identify, and resolve issues impacting service quality.
• Use active listening to understand concerns, ask probing questions, provide supportive directions, and offer empathetic reassurance during high‑stress situations.
• Research, analyze, interpret, and document candidate interactions.
• Exhibit positive can‑do attitude, meet new challenges with an open mind, and demonstrate commitment to the role and supporting candidates.

Background Requirements

Education and Experience

• Minimum Bachelor's degree or equivalent.
• Customer service experience preferred.
• Basic technical troubleshooting experience preferred.

Key Characteristics We Are Looking For

• Passion for customer service and joy in helping others succeed.
• Patient, positive, compassionate, and friendly demeanor.
• Thrives working with a team and technology.
• Eager to learn and willing to adapt to changing business needs.
• Proficient with standard technology including Windows, Microsoft 365 OneDrive, Excel, Word, and 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 arrangements. Time off may be limited during business-demand periods; all overtime must be approved in advance.

Who We Are

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe every learning opportunity is a chance for personal breakthrough.

Pearson is an Equal Opportunity Employer and a member of E‑Verify. Employment decisions are based on qualifications, merit, and business need. Qualified applicants will receive consideration regardless of race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [e-mail].

Job Details

• Job: Customer Success
• Job Family: GO_TO_MARKET
• Organization: Assessment & Qualifications
• Schedule: FULL_TIME
• Workplace Type: Hybrid
• Req ID: 24816