Pearson B1-Customer Service Technical Support Assistant in Noida, India

B1-Customer Service Technical Support Assistant

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.

Qualifications

CORECOMPETENCIES

1. Customer Focus

2. Detail Oriented

3. Problem Solving

4. Organizing

5. Team Working

6. Listening & Communication

Education and Experience:

  • Graduate Degree required

  • 1-2 years experience in Windows Applicationsupport

  • Customer service experience preferred

Skills, Knowledge and Abilities:

  • Knowledgeable of Windows XP and Windows 2000Applications required

  • Familiarity with Internet communications

  • Understanding of basic Network (NetWare/WindowsNT) operations

  • Knowledge in WAN Interconnectivity

  • Knowledge of all VUE applications, both internaland external

  • Excellent communication skills, especiallylistening skills

  • Effective planning and prioritizing skills

  • Strong customer service and following up skills

  • Ability to work in team

  • Adaptability and comfortable to change

  • Strong attention to details

Other (license/certification):

  • Certification in either Microsoft or Ciscotechnologies

PRIMARYRESPONSIBILITIES

  1. 55% OperationalSupport -- Support level 1 technicians by acting as a point of referenceand escalation point

for issueswhich require a higher level of support

-- Provide extended support forinternal customers

-- Identify Software defects, evaluate dataand submit Test Track defect when required

-- Escalate system performance issues toappropriate team/levels

--Attend deployment meetings and participate in deployment activities

-- Provide “after hours” support as needed to ensure business continuity

  1. 25% Operation-- Create process and procedure documentation

-- MaintainVSS Teams web site by soliciting and modifying level 1 input

-- Assistwith phone support as needed

--Backup other VSS Level 2 Technicians as needed

-- Assistwith other projects as they arise

  1. 10% PerformanceImprovement -- Develop a monthly training program to resolve technical knowledgegaps

-- Develop individual and team productivity metrics

-- Train Level 1 technicians or recruit subject matter experts to trainVSS team

  1. 5% Administrative -- Process time sheets on a bi-weekly basis

-- Produce daily, weekly, and monthly reports as requested

  1. 5% Otherduties as assigned

Primary Location: IN-UP-Noida

Work Locations: IN-Noida-SB Tower VUE 1A/1- Sector 16A- SB Tower Ground Floor Noida 201301

Job: Customer Service

Organization: Assessments VUE

Employee Status: Fixed Term

Job Type: Standard

Shift: Day Job

Job Posting: Apr 7, 2017

Req ID: 1705851