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Pearson OnVUE Technical Support Coordinator in Noida, India

OnVUE Technical Support Coordinator

Description

Pearson VUE ( www.pearsonvue.com at http://www.pearsonvue.com/ ) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the worlds most comprehensive and secure network of test centres in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year. 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). Pearson VUE offers a great environment to start or grow your career.

We are now hiring for a Technical Support Coordinator to join our team based in Noida .

  • Regular full-time position working 40 hours per week

  • Shift: Overnights (to support Americas hrs) and/or weekends

SCOPE AND IMPACT OF JOB

Working closely with candidates, greeters, and proctors, the OnVUE Technical Support Coordinator acts as the escalation point for candidates who experience technical issues during the OnVUE exam process. Escalations include both live troubleshooting and post-issue research within the Pearson VUE case management system.

PRIMARY RESPONSIBILITIES

OnVUE technical support and troubleshooting

  • Act as a live escalation point for OnVUE candidates, greeters, and proctors in need of technical assistance regarding a candidate’s ability to connect to and complete their exam

  • Engage with internal Pearson VUE teams (such as Product,Development, and Operations) on problems that arise

  • Provide patient, thorough, ‘high touch’ support to candidates, conveying our goal of successful exam completion

Issue identification and resolution

  • Research and resolve OnVUE candidate cases in Pearson VUE case management system

  • Track and report on common candidate questions, concerns, and challenges; proactively identify details and impact of recurring issues

  • Assist with communicating to the business on opportunities for product improvement and streamlining of the candidate experience

Qualifications

REQUIRED SKILLS AND ABILITIES

Education and Experience:

  • Minimum High School Diploma or Equivalent  

  • Bachelor’s Degree preferred or equivalent work experience

  • Technical troubleshooting experience preferred

  • 2 years customer service experience required

Skills, Knowledge, and Abilities:

  • Effective problem-solving and critical thinking skills

  • Must be patient, positive, and professional

  • Ability to learn and understand core functionality of computers and operating system; quickly pick up on functions of new technology

  • Flexibility with shifts preferred

  • Excellent oral and written communication skills

  • Proficiency in Microsoft Office Suite (Access, Excel, Word, etc.)

  • Conflict management skills 

  • Time management skills

  • Ability to deal with ambiguity and overcome objections

  • Quickly and effectively adapt to changes

  • Strong attention to detail

Primary Location: IN-UP-Noida

Work Locations: IN-Noida-SB Tower VUE 1A/1- Sector 16A- SB Tower Ground Floor Noida 201301

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Job Posting: Jan 20, 2020

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 2000772

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.

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