Technical Support Associate - Test Center

Advanced Associate, Test Center Support

Pearson is the world's leading learning company, with 40,000 employees in more than 80 countries helping people of all ages to make measurable progress in their lives. We have a simple mission: to help people make more of their lives through learning.

Pearson provides a range of education products and services to institutions, governments and direct to individual learners that help people everywhere aim higher and fulfil their true potential. 

Pearson VUE is a business within Pearson PLC and 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 world’s most comprehensive and secure network of test centres in more than 175 countries. Pearson VUE’s Information Services and Technology department provides technical support to clients to help them successfully operate their Testing Systems software.

The first level consultant is responsible to provide technical support to VUE’s external clients to ensure they can successfully operate their VUE Testing Systems software. The appointed individual will provide outstanding customer service to all internal and external users of the VUE applications.  Support will be provided via telephone, e-mail, instant messenger, and remote tools to ensure that users of the VUE applications receive the appropriate technical service required to achieve the best results.

CORE COMPETENCIES

• Customer Focus
• Commercial Awareness
• Detail Oriented
• Problem Solving
• Organizing
• Collaborative Working
• Listening & Communication
• Commitment to improving quality
• Performance Maximization

SCOPE AND IMPACT OF JOB

Working closely with Pearson VUE’s external customers and installation team, Support Desk (Level 1) Technician acts as technical support and quality assurance point to VUE Testing Systems software installation and external customers.

Essential Experience & Qualifications

Education and Experience: 

• Graduate Degree required
• 2-3 years’ experience in Windows Application support
• Customer service experience required
• Fluent in both written and spoken English (Essential)
• Bachelors/Associate degree strongly required
• Excellent knowledge and experience in a customer focus environment
• At least three years’ experience in a similar role
• Excellent written and verbal communication skills
• General knowledge of internet communication and networking configurations and troubleshooting
• Must be able to actively demonstrate a logical and analytical approach to problem solving
• Effective time management
• Excellent conflict management skills
• Excellent customer service skills
• Experience and support of Microsoft Server/workstation operating systems and office applications
• Experience with supporting software applications via telephone and using remote tools
• Experience of supporting LAN/WAN connectivity related issues
• General knowledge of networking configurations and troubleshooting
• Quick learner and ability to adapt to new systems and operating environments.
• Previous experience of living and working in the location/region.

Skills, Knowledge and Abilities:

• Knowledgeable of Windows 7, 8, 10, and Server 2008, 2012 Applications required
• Familiarity with Internet communications
• Understanding of basic Network (NetWare/Windows NT) operations
• Knowledge in WAN Interconnectivity
• Excellent communication skills, especially listening skills
• Effective planning and prioritizing skills
• Strong customer service and following up skills
• Ability to work in team
• Adaptability and comfortable to change
• Strong attention to details

Other (license/certification):

• Certification in either Microsoft or Cisco technologies would be advantageous.                                                                                                           

PRIMARY RESPONSIBILITIES

Key Responsibilities

• Maintain a professional and mature attitude toward customers at all times.
• Provide telephone support for Client first level support group
• Provide telephone support for network of colleges/ testing centres
• Provide telephone and desktop support for internal employees
• Serve as liaison between helpdesks within Americas, Asia Pacific (APAC) and Europe, Middle East and Africa (EMEA) offices
• Provide technical support to VUE’s customers
• Provide installation support of Testing Systems software
• Results processing, monitoring and associated tasks
• Retain ownership of problems until resolved
• Help manage the support of applications and software for all users of the business applications.
• Ensure that the highest service delivery is achieved, by meeting internal Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s)
• Keep management informed of significant changes in performance of applications
• Look for opportunity to avoid operational trouble areas
•  Document procedures as necessary and submit knowledge base articles as needed.
•  Utilize Knowledge base tools to effectively trouble shoot issue with minimal 2nd level support.
• Maintain accurate escalation documents following up on all issues from telephone calls, incidents or e-mail enquires
•  Meet call time goals for optimum productivity and department service level goals.
• Support of business continuity plan.

All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility.

All employees are also responsible for supporting and implementing the company’s policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply in their role/work function. Full details of these policies and procedures are available on SharePoint.

Key Activities: Successfully complete any specific project work as directed by the team leader

• Prioritize workload based on urgency and impact to customers and the business
• Ensure superior customer service and technical support for internal and external customers of VUE applications
• Ensure accurate recording of helpdesk calls using the company’s incident tracking systems
• Assist all software release activity for all parties impacted
• Support evaluation and implementation of new technologies
• Escalating to global teams for system support issues
• Work closely with other colleagues and teams to ensure proper process & procedures are followed
• Actively manage missing results with sites and internal teams in a timely manner
• Timely support and resolution of issues raised to the IT helpdesk by head office and remote users.
• Escalation of issues to Second Level teams when necessary. Escalation of issues to Second Level teams when necessary.
  • Must be able to work full time flexible hours to meet demands of the business
  •  Able to work in shifts
  •  Occasional travel may be required to support client requirements.
  •  Weekend/Weekday out of hours support requirement.

Experience Level

Entry Level