Contingent Worker (CWK)

OnVUE Technical Support Coordinator (Advanced Associate)

Your Opportunity:

Join the Pearson operations team where we are dedicated to helping support candidates and clients throughout their certification testing process. The OnVUE Tech Support Team is an escalation point for our global testing candidates who may experience technical issues during the OnVUE exam process. As an Advanced Associate, you will focus on both live troubleshooting and post-issue research within the Pearson VUE case management system. If you are looking to work with a company that cares about its employees, including the importance of work-life balance, takes ownership of customer satisfaction, and cultivates an environment that integrates our Pearson values into everything we do - this is the place for you.

This is a candidate-facing role, where our coordinators will personally connect with test takers to offer support, guidance, and reassurance while walking customers through basic troubleshooting steps. Like every department within Pearson, our work goes beyond just delivering exams and focuses on our ability to allow learners to flourish. 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 do not 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.

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, you will be asked to adhere to a training schedule that allows our teams to show you the ropes and create a foundation of required knowledge you will use throughout your career with Pearson.

PRIMARY RESPONSIBILITIES:

• Respond 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 propose solutions for barriers to leadership.
• Understand the expectations of a test taker and adapt your communication style to meet the needs of a conversation while 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 the candidate's concerns, demonstrating comprehension of the issue through asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations.
• 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 a candidate.

Background Requirements:

• 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 joy in helping others succeed.
• Patient, positive, compassionate, and friendly demeanor.
• Ability to 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.
• Proficiency with 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.
• Willing and able to work assigned shifts; flexible work arrangements and time off may be limited during specific times due to business demands. All overtime must be approved in advance.