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Pearson Technical Support Coordinator in Bloomington, Minnesota

Technical Support Coordinator - ( 2108294 )

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 Coordinator

  • Teams are based in Bloomington, Minnesota and Noida, India

  • Regular full-time position working 40 hours per week

  • Open available shifts will include evening and/or weekends

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

Technical Support and Troubleshooting

  • Act as a live escalation point for OnVUE candidates, greeters, and proctors in need of technical assistance regarding a candidate’s ability to connect to and complete their exam

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

  • Provide patient, thorough, ‘high touch’ support to candidates, conveying our goal of successful exam completion

Issue Identification and Resolution

  • Research and resolve OnVUE candidate cases in Pearson VUE case management system

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

  • Assist with communicating to 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

  • Technical troubleshooting experience preferred

  • 2 years customer service experience required

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

  • Flexibility with shifts preferred

  • 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

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 : Entry Level

Travel : No

Job Posting : Jun 8, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2108294

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