Specialist, Customer Service

Job Summary

OnVUE Technical Support Team Lead (Specialist) at Pearson, our purpose is to help people realize the life they imagine through learning. We're a place where talented people with different viewpoints can have their voices valued and heard, and we're intentionally building a culture of belonging designed to attract and promote innovative, skilled people, where everyone has the opportunity to make progress in their careers.

Your Opportunity: OnVUE Technical Support Team Lead. Provide support to teams based in Bloomington, Minnesota and Noida, India. This position is based in Noida, India. Regular full-time position working 40 hours per week, 24/7 rotational shift.

Primary Responsibilities

• Provide training and ongoing guidance to members of the OnVUE team.
• Serve as a backup for various OnVUE tasks, including technical support, greeting, and proctoring.
• Work closely with OnVUE Operations Supervisor and Quality and Training team to identify and address trending quality issues.
• Report and follow up on OnVUE operational metrics, including team output and average handle time.
• Document and communicate policy changes and product and service improvements to the broader OnVUE team.
• Working with the Quality and Training team, ensure that OnVUE training materials remain relevant and updated.
• Engage with internal Pearson VUE teams (such as Product, Development, and Operations) on problems that arise.
• Research and resolve escalated OnVUE candidate cases.
• Track and report on common candidate questions, concerns, and challenges; proactively identify details and impact of recurring issues.
• Communicate with the business on opportunities for product improvement and streamlining of the candidate experience.

Education and Experience

• Minimum High School Diploma or Equivalent
• Bachelor's Degree preferred or equivalent work experience
• Experience with technical troubleshooting preferred
• 3+ years customer service experience preferred
• Experience with OnVUE operations preferred

Skills, Knowledge, and Abilities

• technical troubleshooting
• customer service
• Microsoft Office Suite
• artificial intelligence tools and technologies
• problem-solving
• critical thinking
• conflict management
• time management
• leadership

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.