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Pearson OnVUE Team Lead in Bloomington, Minnesota

OnVUE Team Lead - ( 2108206 )

Description

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

Your Opportunity

  • OnVUE Technical Support Team Lead based in Bloomington, Minnesota

  • Offer support to team members who are located in Minnesota and India

  • Regular full-time position working 40 hours per week

SCOPE AND IMPACT OF JOB

Working closely with candidates, greeters, and proctors, the OnVUE Technical Support Coordinator acts as the escalation point for candidates who experience technical issues during the OnVUE exam process. Escalations include both live troubleshooting and post-issue research within the Pearson VUE case management system.

PRIMARY RESPONSIBILITIES

Team Support

  • Provide training and ongoing guidance to members of the OnVUE team

  • Serve as a backup for various OnVUE tasks, including technical support, greeting, and proctoring

  • Work closely with OnVUE Operations Supervisor and Quality and Training team to identify and address trending quality issues

  • Report and follow up on OnVUE operational metrics, including team output and average handle time

OnVUE Policies and Processes

  • Document and communicate policy changes and product and service improvements to the broader OnVUE team

  • Working with the Quality and Training team, ensure that OnVUE training materials remain relevant and updated

  • Engage with internal Pearson VUE teams (such as Product, Development, and Operations) on problems that arise

Issue identification, resolution, and trending

  • Research and resolve escalated OnVUE candidate cases

  • Track and report on common candidate questions, concerns, and challenges; proactively identify details and impact of recurring issues

  • Communicate with the business on opportunities for product improvement and streamlining of the candidate experience

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.

Qualifications

REQUIRED SKILLS AND ABILITIES

Education and Experience

  • Minimum High School Diploma or Equivalent

  • Bachelor’s Degree preferred or equivalent work experience

  • Experience with technical troubleshooting preferred

  • 3 years customer service experience preferred

  • Experience with OnVUE operations preferred

Skills, Knowledge, and Abilities

  • Effective problem-solving and critical thinking skills

  • Must be patient, positive, and professional

  • Ability to learn and understand core functionality of computers and operating system; quickly pick up on functions of new technology

  • Excellent oral and written communication skills

  • Proficiency in Microsoft Office Suite (Access, Excel, Word, etc.)

  • Conflict management skills

  • Time management skills

  • Ability to deal with ambiguity and overcome objections

  • Quickly and effectively adapt to changes

  • Strong attention to detail

  • Ability to demonstrate effective leadership in a team environment

Primary Location : US-MN-Bloomington

Work Locations :

US-MN-Bloomington-5601 Green Valley

5601 Green Valley DriveSuite 220

Bloomington55437

Job : Customer Service

Organization : Assessments VUE

Employee Status : Regular Employee

Job Type : Standard

Job Level : Team Leader

Travel : No

Job Posting : Jun 11, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2108206

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