Pearson Technical Support Administrator (VUE VSS) in Bloomington, Minnesota
Pearson VUE (www.pearsonvue.com) is the 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 VSS Level 1 Technician is responsible for providing first level technical support to Pearson VUE’s test centers. The VSS Level 1 Technician also acts as first level support for our installation team and as a resource for internal support needs. Able to work flexible schedule with some on-call.
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
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
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
Assist with the setup and/or technical support of client testing events
- Assist with other duties/projects as assigned
Education and Experience
Associate Degree in computers (preferred)
1-2 years’ experience in Windows Application support
Customer Service experience required
A+ certification preferred
Skills, Knowledge and Abilities:
Proficient in the use of Windows 10 and Windows Server
Understanding and troubleshooting of basic Network configurations
Ability to troubleshoot and resolve hardware issues
Excellent listening, oral, and written communication skills
Effective planning and prioritizing skills
Strong customer service and follow up skills
Ability to work in a team environment
Adaptability and comfortable to change
Strong attention to detail
Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.
Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.
Job: CUSTOMER SERVICE
Organization: Assessment & Qualifications
Req ID: 6958