Pearson Technical Customer Service Representative in Bloomington, Minnesota

Technical Customer Service Representative

Description

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

Qualifications

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