Pearson Supervisor Customer Service Technical Support in Bloomington, Minnesota

Supervisor Customer Service Technical Support

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Pearson VUE (www.pearsonvue.com) is the global leader in electronic testing for regulatory and certification boards, providing a full suite of services from test development to test delivery to data management. Pearson VUE offers exams through the world's largest network of test centers in 175 countries, providing testing services for information technology, academic, government and professional clients.

The Supervisor, Application Consultant Team is responsible for providing day-to-day management to the Application Consultants and Product Specialists supporting both external clients and internal Testing Services Teams. The incumbent is responsible for performance measurements, acting as liaison to Software Development team, client demos, staff coaching and team development. The Supervisor will work with team members to create a high performing Customer Service team.

Working closely with internal teams made up of Application Consultants, Data Integration Developers (AC/DID Team), Test Publishers and Content Developers, the Supervisor provides direction to the AC/DID team to ensure the optimum levels of internal and external customer support.

Project Group Management

  • Monitor daily support requests and direct responses

  • Develop, measure and report KPIs for the team

  • Evaluate the performance and quality of service

  • Act as escalation point for application related issues

  • Client-facing product demos, migrations and training

  • Conduct product demos for clients and prospects

  • Create migration schedules and provide support for content mapping

  • Provide new user training, either in person or virtually

People Development

  • Provide coaching and training to projects staff and specialists to improve individual performance

  • Conduct regular check-in meeting to provide feedback to staff

  • Maintain a continuous improvement environment

Reporting

  • Maintain and update internal management system

  • Produce weekly online feedback report

Qualifications

Education and Experience:

  • Bachelor's Degree or equivalent experience in technical support and customer service

  • 2 years supervisory experience required

  • 3 years advanced Windows technical support

  • 3 years’ experience in computer based testing and certification

  • Experience in Windows based computer applications

  • Experience in MS Office Suite

  • Experience with MS Windows Operating systems

  • Experience with server based applications

  • Experience with remote application support

  • Proficiency with XML and XSLT

  • Proficiency with Microsoft SQL

Skills, Knowledge and Abilities:

  • Excellent communication skills

  • Ability to lead a cross-functional team

  • Ability to communicate technical information to a broad spectrum of internal and external audiences

  • Effective time management skills and ability to multi-task

  • Effective conflict management skills

  • Ability to make high quality, timely decisions

  • Problem solving skills

  • Training and coaching skills

  • Well organized

  • Attention to detail

#LI-NS

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-MN-Bloomington

Work Locations: US-MN-Bloomington-5601 Green Valley 5601 Green Valley Drive Suite 220 Bloomington 55437

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jun 29, 2017

Req ID: 1709517