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 (Net Ware/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…