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32 Pearson Education India Jobs
Customer Service Technical Support Administrator
Pearson Education India
posted 3+ weeks ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- We are looking for team members who are ready and able to deliver a first-class level of customer service to our candidates and clients through skills we will help sharpen and grow
- Our teams focus heavily on the importance of empathy and responding to candidate concerns we dont shy away from real-time feedback and consistent conversations with staff to ensure we never lose sight of our overall team, department, and company goals
- Title:*OnVUE Technical Support CoordinatorLocation:*We are a global company and department, with team members are based in Bloomington, Minnesota and Noida, India
- This position is based in Bloomington Minnesota
- Hours:*You will be working a regular full-time position - working a 40-hour shift each week
- We are hiring available shifts which will include hours in the afternoon/evening and/or weekends
- For example, Sunday - Thursday, Saturday - Wednesday, Thursday - Monday or Tuesday - Saturday
- Subject to change based on business needs
- New Hire Training:*During your first few weeks of onboarding, youll be asked to adhere to a training schedule that allows our teams to show you the ropes and create a foundation of required knowledge youll use throughout your career with Pearson
- PRIMARY RESPONSIBILITIESTechnical Support and TroubleshootingRespond to candidate issues by analyzing the situation and performing necessary and appropriate actions to reach a resolution by using internal processes and critical thinking skills
- Actively demonstrate the application of concepts and guidelines
- Using an internal case management system to complete tasks and find best solutions for candidates while adhering and upholding 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 proposes solutions for barriers to leadership
- Deliver first-class customer service Understands the expectations of a test taker and able to adapt your communication style to meet the needs of a conversation while delivering service that exceeds customerneeds within department guidelines
- Effective verbal and written communication skills
- Provide clear and concise directions to live candidates while troubleshooting, and/or explaining policies and/or testing procedures
- Anticipate candidate needs, identifies, and resolves issues that impact the delivery of quality service
- Use active listening to understand the candidates concerns, demonstrating comprehension of the issue through the use of asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations
- Ability to research, analyze, interpret, and document candidate interactions
- Exhibits a positive can-do attitude and approach to tasks; meets new challenges and changes with an open mind; demonstrates commitment to the role and supporting a candidate
- Background Requirements Education and Experience Minimum High School Diploma or equivalentCustomer service experience preferred Basic technical troubleshooting experience preferred Key characteristics we are looking for Passion for customer service and find joy in helping others succeed
- Has a patient, positive, compassionate, and friendly demeanor
- Thrive working with a team and technology
- Eagerness to learn and willing to adapt to situations as business needs change and demand for service grows
- Proficient standard technology including Windows, Microsoft 360 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
Employment Type: Full Time, Permanent
Read full job description
What people at Pearson Education India are saying
What Pearson Education India employees are saying about work life
based on 388 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Pearson Education India Benefits
Health Insurance 
Job Training 
Soft Skill Training 
Work From Home 
Education Assistance 
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