Technical Support Coordinator (Advanced Associate)

Pearson; United States; Remote; USD 30,000 - 33,000; Full time

Benefits offered by this job

Sign-on bonus

Paid sick time

Job summary

Pearson is hiring an OnVUE Technical Support Coordinator (Advanced Associate) for its US-based operations. The role focuses on live troubleshooting and post-issue research within the Pearson VUE case management system while delivering first-class customer service to test candidates and clients.

Hours are 40 per week (Central Time) with shifts including afternoons/evenings and weekends; a sign-on bonus is available after 60 days of full-time employment.

Qualifications

• Minimum high school diploma or equivalent required.
• Customer service experience preferred.
• Basic technical troubleshooting experience preferred.

Responsibilities

• Provide technical support and troubleshooting to candidates.
• Respond to issues by analyzing situations and taking appropriate actions.
• Use internal case management system to resolve issues and document interactions.
• Collect relevant information to highlight trends and share findings with stakeholders.
• Deliver first-class customer service and clear guidance to test takers.

Skills

Customer service

Troubleshooting

Communication

Empathy

Education

High School Diploma or equivalent

Tools

Windows

Microsoft 365

OneDrive

Excel

Word

Job description

OnVUE Technical Support Coordinator (Advanced Associate)

At Pearson, our purpose is to help people realize the life they imagine through learning. We’re a place where talented people with different viewpoints can have their voices valued and heard and we’re intentionally building a culture of belonging designed to attract and promote innovative, and skilled people, where everyone has the opportunity to make progress in their careers.

Your Opportunity

Join the Pearson operations team where we are dedicated to helping support candidates and clients throughout their certification testing process. The OnVUE Tech Support Team is an escalation point for our global testing candidates who may experience technical issues during the OnVUE exam process. As an Advanced Associate, you will focus on both live troubleshooting and post-issue research within the Pearson VUE case management system.If you are looking to work with a company that cares about its employees, including the importance of work-life balance, takes ownership of customer satisfaction, and cultivates an environment that integrates our Pearson values into everything we do – this is the place for you.

This is a candidate-facing role, where our coordinators will personally connect with test takers to offer support, guidance, and reassurance while walking customers through basic troubleshooting steps. Like every department within Pearson, our work goes beyond just delivering exams and focuses on our ability to allow learners to flourish. We are looking for team members who are ready and able to deliver a first-class level of customer service to our candidates and clients through skills we will help sharpen and grow. Our teams focus heavily on the importance of empathy and responding to candidate concerns – we don’t shy away from real-time feedback and consistent conversations with staff to ensure we never lose sight of our overall team, department, and company goals.

Title: Advanced Associate

Location: We are a global company and department, with team members are based in Bloomington, Minnesota and Noida, India. This position is US-based.

Hours (Central Time): You will be working a regular full-time position - working a 40-hour shift each week. We are hiring available shifts which will include hours in the afternoon/evening and/or weekends (both Saturday and Sunday). For example, Sunday - Thursday, Saturday - Wednesday, Thursday - Monday or Tuesday - Saturday. Subject to change based on business needs,

New Hire Training: During your first few weeks of onboarding, you’ll be asked to adhere to a training schedule that allows our teams to show you the ropes and create a foundation of required knowledge you’ll use throughout your career with Pearson.

We are excited to offer a Sign-on Bonus for candidates who will be successful for this position, to be paid out after completing the first 60 days as a full-time employee.

PRIMARY RESPONSIBILITIES

Technical Support and Troubleshooting

Respond to candidate issues by analyzing the situation and performing necessary and appropriate actions to reach a resolution by using internal processes and critical thinking skills.

Actively demonstrate the application of concepts and guidelines.

Using an internal case management system to complete tasks and find best solutions for candidates while adhering and upholding 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 proposes solutions for barriers to leadership.

Deliver first-class customer service

Understands the expectations of a test taker and able to adapt their communication style to meet the needs of a conversation while delivering service that exceeds customer’s needs within department guidelines.

Effective verbal and written communication skills. 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 the candidate's concerns, demonstrating comprehension of the issue through the use of asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations.

Ability to research, analyze, interpret, and document candidate interactions.

Exhibits a positive can-do attitude and approach to tasks; meets new challenges and changes with an open mind; demonstrates commitment to the role and supporting a candidate.

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 find joy in helping others succeed.

Has a patient, positive, compassionate, and friendly demeanor.

Thrive working with a team and technology.

Eagerness to learn and willing to adapt to situations as business needs change and demand for service grows.

Proficient standard technology including Windows, Microsoft 360 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.

Willing and able to work assigned shifts, flexible work arrangements and time offmay be limited during specific times due to business demands. All overtime must be approved in advance.

Compensation at Pearson is influenced by factors including skill set, experience, and location.

The hourly rate for this role is $22.00 .

This position is eligible for accrued paid sick time.