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Pearson Scoring Support Admin, Temporary in Austin, Texas

Scoring Support Admin, Temporary

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.

Overall Functions and Responsibilities

  • This position will include shifts which cover center hours from 7am to 11pm Monday through Friday and from 9am to 5pm on Saturday and Sunday.

  • Maintain an advanced understanding of common and uncommon scorer issues and of the normal processes of the Scoring Support Center.

  • Serve as an answer point for General Representatives’ questions and concerns and an escalation point for scorer issues.

  • Perform a high amount of problem solving, troubleshooting and diagnosing various scorer issues.

  • Monitor, handle and escalate open ServiceNow Tickets to ensure timely resolution of issues.

  • Monitor and help manage email and chat queues, check daily schedule for chat coverage across shifts, and insure email queues are cleared within an appropriate turn time.

  • Monitor phone coverage and notify shift supervisor of excessive out of queue time.

  • Handle calls, emails and/or chats during periods of heavy volume or as instructed by your immediate Supervisor or Manager.

  • Assist with training new and existing employees on processes, procedures, policies, quality, call-center tools, and metrics.

  • Review and suggest knowledgebase article updates as processes change.

  • Monitor Call Center Support distro mailbox and alert shift supervisor to issues that have may have not been addressed.

  • Assist with updating project website content as needed.

  • Assist with continuous improvement initiatives as needed.

  • Send “Quality Alert” emails to the Shift Supervisor distro for any observed conduct, attendance or performance issues.

  • Perform other duties as assigned.

NOTE: Hours may vary or change, to alternative shift, depending upon needs of business

Working Conditions

Office environment

Qualifications

Education, Skills and Knowledge

  • Bachelor's degree or appropriate combination of education and experience is preferred.

  • Knowledge of MS Office. Proficiency in Knowledge of Excel and Word is required.

  • Strong communication, interpersonal, teamwork and organizational skills are required.

  • Ability to prioritize and complete tasks to meet team and project needs.

  • Ability to communicate effectively in English both verbally and in writing.

  • Ability to provide after-hours support, including weekends, as needed.

  • Working knowledge of ePEN and our scoring support processes is preferred.

  • Previous supervisory or leadership experience is preferred.

Basic Purpose and Objectives

Provide supervisory support of the day-to-day activities and processes of the Scoring Support Center.

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-TX-Austin

Other Locations US-TX-San Antonio

Work Locations: US-TX-Austin-400 Center Ridge 400 Center Ridge Drive TechRidge Three.2 - Suite 100 Austin 78753

Job: Customer Service

Organization: Assessments School

Employee Status: Fixed Term

Job Type: Standard

Shift: Day Job

Job Posting: Oct 16, 2020

Job Unposting: Ongoing

Schedule: Full-time Temporary

Req ID: 2009688

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.

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