Customer Service Technical Support Administrator

3 days ago

Noida, India Pearson Full time

Job Description Pearson VUE is seeking dedicated Customer Service Technical Support Administrators to deliver a first-class level of customer service to our candidates and clients. Our teams prioritize empathy and focus on addressing candidate concerns, fostering an environment of real-time feedback and continuous development to meet our overarching team, department, and company goals. Primary Responsibilities Technical Support and Troubleshooting - Respond to candidate issues by analyzing the situation and performing necessary actions to reach a resolution, utilizing internal processes and critical thinking skills. - Actively demonstrate the application of concepts and guidelines. - Use an internal case management system to complete tasks and find optimal solutions for candidates, adhering to client policies and internal procedures. - Collect essential and relevant information to highlight trends, sharing findings with internal stakeholders to drive solutioning. - Follow through on commitments and take responsibility for results, effectively prioritizing tasks. - Identify and propose solutions for barriers to leadership. Deliver First-Class Customer Service - Understand the expectations of a test taker and adapt your communication style to meet the needs of a conversation, delivering service that exceeds customer needs within department guidelines. - Provide clear and concise directions to live candidates while troubleshooting, and/or explaining policies and/or testing procedures. - Anticipate candidate needs, identify, and resolve issues that impact the delivery of quality service. - Use active listening to understand candidate concerns, demonstrating comprehension through probing questions, supportive directions, and empathetic reassurance during high-stress situations. - Ability to research, analyze, interpret, and document candidate interactions. - Exhibit a positive can-do attitude and approach to tasks; meet new challenges and changes with an open mind; demonstrate commitment to the role and supporting candidates. Background Requirements - Education and Experience: - Minimum High School Diploma or equivalent. - Customer service experience preferred. - Basic technical troubleshooting experience preferred. Key Characteristics We Are Looking For - Passion for customer service and finding joy in helping others succeed. - Possesses a patient, positive, compassionate, and friendly demeanor. - Thrive working with a team and technology. - Eagerness to learn and willingness to adapt to situations as business needs change and demand for service grows. - Proficient in standard technology including Windows, Microsoft 365 (OneDrive, Excel, Word), and other related applications. - Conflict management skills; diplomatic and sees feedback as an opportunity for growth. - Time management skills; can quickly and effectively adapt to changes. - Ability to deal with ambiguity and overcome objections. - Strong attention to detail.

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