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Pearson Customer Service Technical Support Administrator in Tokyo, Japan

Customer Service Technical Support Administrator - ( 2012100 )

Description

Customer Service Technical Support Administrator

Description - External

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.

Overview

The Technical Support Administrator(VSS) acts as the first point of contact for our clients/partners seeking tech and non-tech support. Technical Support Administrator(VSS) ensure that our clients/partner can successfully operate their VUE Testing Systems software and applications. The appointed individual will mainly provide outstanding customer service to all internal and external users of the VUE applications. Support will be provided via telephone, e-mail, instant messenger, and remote tools to ensure that users of the VUE Testing System and Application receive the appropriate technical and non tech service required to achieve the best results in delivering our services.

Key Responsibilities

  1. Technical Support (Tech Related)
  • Ensure superior customer service and tech and non-tech support(ie;troubleshooting) for internal and external customers of the VUE Testing System and Application

  • Ensure accurate recording of helpdesk calls using the company’s incident tracking systems

  • Provide support and assistance on all software release activity for all affected parties

  • Provide support, assistance, evaluation and implementation of new technologies

  • Prioritize workload based on urgency and impact to customers and the business

  • Escalate cases as necessary to the respective 2nd level teams, shareholders and global teams including but not limited to system supports and procedural/operational issues

  • Work closely with other colleagues and teams to ensure proper process & procedures are followed for all Pearson VUE clients

  • Timely support and resolution of issues raised to the IT helpdesk by head office and remote users.

  • Successfully complete any specific project work as directed by the team leader

  • All other associated tasks for the position

  • This position requires you to work closely with the Program Coordinator/Channel Quality and Security as well as Program Management Team

  1. Program Coordination (Non-Tech)
  • Provide support to candidates and clients in order to establish smooth testing experience, from exam registration, scheduling upto test and results delivery when necessary.

  • Handle incoming enquiries, complaints and questions from customers related to a range of specified client products/services with the objective of resolving the candidate’s issues as quickly as possible

  • Communicating with different global and local teams in handling customer inquiries or complaints when needed

  • Make any ad-hoc outgoing calls to candidates as required to resolve an outstanding query

  • Identify areas for service and procedural improvement and make recommendations to the team

  • All other associated tasks

Note: The task distribution of work listed above may change depending on the needs of the business.

Ideal candidates for this position are those who;

  • Bachelor's Degree or higher (preferred but not required)

  • Have customer facing experience and can communicate in both Japanese and English via phone and email without any inconvenience

  • Have basic understanding of MS Office Applications

  • Have experience and understanding of both International and Japanese work cultures

  • Can perform work in accordance to both the company and team policies

  • Effective time management, planning, prioritizing and executing skills

  • Are ambitious, positive, active, a team-player, fluid communicator, respectful and has the “can-do” attitude.

  • Is independent and has a professional mindset/attitude/accountability towards work

  • Can adhere to unobtrusive manner that is appropriate to working professionals

  • A quick learner and can adapt to new systems and changing work and business environment

  • Can work long term

Desirable Experience and Qualifications

  • Experience in providing MS Exchange and Active Directory support is a plus but not required.

  • IT Helpdesk/Service Desk Experience

  • IT certification is a plus but not required

Working Arrangements

  • Must be able to work full time and in shifts to meet the demand of the business

  • 5 working days per week Monday through Sunday(minimum overtime)

  • Occasional travel may be required to support client requirements.

Qualifications

Customer Service Technical Support Administrator

Description - External

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.

Overview

The Technical Support Administrator(VSS) acts as the first point of contact for our clients/partners seeking tech and non-tech support. Technical Support Administrator(VSS) ensure that our clients/partner can successfully operate their VUE Testing Systems software and applications. The appointed individual will mainly provide outstanding customer service to all internal and external users of the VUE applications. Support will be provided via telephone, e-mail, instant messenger, and remote tools to ensure that users of the VUE Testing System and Application receive the appropriate technical and non tech service required to achieve the best results in delivering our services.

Key Responsibilities

  1. Technical Support (Tech Related)
  • Ensure superior customer service and tech and non-tech support(ie;troubleshooting) for internal and external customers of the VUE Testing System and Application

  • Ensure accurate recording of helpdesk calls using the company’s incident tracking systems

  • Provide support and assistance on all software release activity for all affected parties

  • Provide support, assistance, evaluation and implementation of new technologies

  • Prioritize workload based on urgency and impact to customers and the business

  • Escalate cases as necessary to the respective 2nd level teams, shareholders and global teams including but not limited to system supports and procedural/operational issues

  • Work closely with other colleagues and teams to ensure proper process & procedures are followed for all Pearson VUE clients

  • Timely support and resolution of issues raised to the IT helpdesk by head office and remote users.

  • Successfully complete any specific project work as directed by the team leader

  • All other associated tasks for the position

  • This position requires you to work closely with the Program Coordinator/Channel Quality and Security as well as Program Management Team

  1. Program Coordination (Non-Tech)
  • Provide support to candidates and clients in order to establish smooth testing experience, from exam registration, scheduling upto test and results delivery when necessary.

  • Handle incoming enquiries, complaints and questions from customers related to a range of specified client products/services with the objective of resolving the candidate’s issues as quickly as possible

  • Communicating with different global and local teams in handling customer inquiries or complaints when needed

  • Make any ad-hoc outgoing calls to candidates as required to resolve an outstanding query

  • Identify areas for service and procedural improvement and make recommendations to the team

  • All other associated tasks

Note: The task distribution of work listed above may change depending on the needs of the business.

Ideal candidates for this position are those who;

  • Bachelor's Degree or higher (preferred but not required)

  • Have customer facing experience and can communicate in both Japanese and English via phone and email without any inconvenience

  • Have basic understanding of MS Office Applications

  • Have experience and understanding of both International and Japanese work cultures

  • Can perform work in accordance to both the company and team policies

  • Effective time management, planning, prioritizing and executing skills

  • Are ambitious, positive, active, a team-player, fluid communicator, respectful and has the “can-do” attitude.

  • Is independent and has a professional mindset/attitude/accountability towards work

  • Can adhere to unobtrusive manner that is appropriate to working professionals

  • A quick learner and can adapt to new systems and changing work and business environment

  • Can work long term

Desirable Experience and Qualifications

  • Experience in providing MS Exchange and Active Directory support is a plus but not required.

  • IT Helpdesk/Service Desk Experience

  • IT certification is a plus but not required

Working Arrangements

  • Must be able to work full time and in shifts to meet the demand of the business

  • 5 working days per week Monday through Sunday(minimum overtime)

  • Occasional travel may be required to support client requirements.

Primary Location : JP-JP-Tokyo

Work Locations :

JP-Tokyo-1-1-1 Uchisaiwacho

18F The Imperial Hotel Tower1-1-1 Uchisaiwaicho

Tokyo100-0011

Job : Customer Service

Organization : Assessments VUE

Employee Status : Regular Employee

Job Type : Standard

Travel : Yes, 25 % of the Time

Job Posting : Dec 18, 2020

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2012100

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