Pearson Technical Customer Service Representative in Bloomington, Minnesota
Technical Customer Service Representative
Pearson VUE ( www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.
Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).
The Help Desk Support Representative is responsible for providing first level technical support to Pearson VUE’s test centers. The Help Desk Support Representative also acts as first level support for our installation team and as a resource for internal support needs.
SCOPE AND IMPACT OF JOB
First point of contact for technical support calls connected to VUE Testing System software installation and operation in test centers across the globe.
Provides breath taking customer service by answering calls promptly and courteously, offering solutions or additional assistance, and documenting details thoroughly in the incident management system.
Assist with the installation and configuration of new hardware and software, as required
60% Support of VUE Testing System Software
Support test centers with the installation and use of the VUE Testing System software by using remote tools or phone only support
Assist test centers with the periodic rollout of software updates
30% Technical Support to Pearson VUE’s Customers
Provide technical hardware/software support to both internal and external customers via phone, email, incidents, instant messaging or on-site support
5% Testing Events
Assist with the setup and/or technical support of client testing events
5% Other Responsibilities
Assist with other duties/projects as assigned
Flexibility to work 11:30 am – 8:00 pm (12:30 pm-9:00 pm during daylight savings time) Monday through Friday shift and a rotational weekend schedule
Associate Degree in computers and previous experience in customer service required
1-2 years’ experience in Windows Application support
Proficient in the use of Windows 7, 8.1 and Windows Server 2008 and 2012
Understanding and troubleshooting of basic Network configurations
Ability to troubleshoot and resolve hardware issues
Excellent listening, oral, and written communication and follow up skills
Effective planning and prioritizing skills
Ability to work in a team environment
Adaptability and comfortable to change
Strong attention to detail
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-5715 Old Shakopee 5715 Old Shakopee Road Suite 100 Bloomington 55437
Job: Customer Service
Organization: Assessments VUE
Employee Status: Regular Employee
Job Type: Standard
Shift: Evening Job
Job Posting: May 15, 2017
Req ID: 1708980