Customer Service Technical Support Analyst

Certiport ( www.Certiport.com ), a Pearson VUE company, prepares individuals with current and relevant digital skills and credentials for the competitive global workforce. These solutions are delivered by more than 12,000 Certiport Centers worldwide and include the official Microsoft Office certification program, the Microsoft Technology Associate certification program, the Adobe® Certified Associate certification program, the CompTIA Strata™ IT Fundamentals, the Autodesk® Certified User certification program, the Intuit® QuickBooks Certified User certification program and the Internet and Computing Core Certification (IC³®). Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

For more information, visitwww.pearson.com. Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Essential Duties and Responsibilities:

-Responds to incoming candidate or test center technical support requests

• Diagnoses system hardware, software, and operator problems.
• Assists customers with the correct installation, management, and maintenance and proper use of testing software, LMS, and off line systems of exam delivery
• Provides assistance and input to Customer FAQ database to improve customer satisfaction and response times.
• Uses telephone as well as email and web support solutions to solve customer issues. - Records each support call and related support ticket issue in ticketing system.
• Recommends and provides remedial actions to correct customer problems.
• Coordinates activities with internal network services or other information systems groups.
• Provide updates regarding status and completion to manager, ticketing system, and/or users. - Attends scheduled training as required to maintain skills.
• Other related duties as assigned by manager.

Education/Experience:

• High School Diploma or GED required, some college preferred
• Minimum of 1 year of experience in telephonic technical support required
• Minimum of 1 years experience in end-user (B2B/B2C) software systems support required
• Certifications MCSE and A+ highly preferred - Must be able to work flexible hours:
• Mon-Fri 6 am - 3 pm MST or - Mon-Fri 7 am - 4 pm MST or - Mon-Fri-8 am-5 pm MST
• Excellent verbal and written communication skills
• Ability to solve problems and utilize critical thinking skills
• Well organized
• Excellent customer focus

Job: CUSTOMER SERVICE

Organization: Assessments VUE

Schedule: FULL_TIME

Req ID: 567