Advance Associate, Customer Service

About the Role

Join the Pearson operations team supporting candidates and clients throughout their certification testing process. The OnVUE Tech Support Team acts as an escalation point for global testing candidates experiencing technical issues during the OnVUE exam process. As an Advanced Associate, you will focus on live troubleshooting and post-issue research within the Pearson VUE case management system.

Location

Noida, India

Hours

• Full-time, 40-hour week.
• Available shifts include afternoon/evening and/or weekends (e.g., Sunday - Thursday, Saturday - Wednesday, Thursday - Monday, or Tuesday - Saturday).
• Subject to change based on business needs.

New Hire Training

• Adherence to a training schedule during the first few weeks to build foundational knowledge.

Key Responsibilities

Technical Support and Troubleshooting

• Respond to candidate issues by analyzing situations and performing necessary actions to reach a resolution using internal processes and critical thinking skills.
• Actively demonstrate the application of concepts and guidelines.
• Use an internal case management system to complete tasks, find solutions, and uphold client policies and internal procedures.
• Collect essential and relevant information to highlight trends, sharing findings with internal stakeholders to drive solutioning.
• Follow through on commitments, take responsibility for results, and prioritize tasks effectively.
• Identify and propose solutions for barriers to leadership.

Deliver First-Class Customer Service

• Understand test taker expectations and adapt communication style to meet conversation needs, delivering service that exceeds customer needs within department guidelines.
• Utilize effective verbal and written communication skills to provide clear and concise directions to live candidates during troubleshooting, policy explanations, or procedure explanations.
• Anticipate candidate needs and resolve issues impacting the delivery of quality service.
• Use active listening to understand candidate concerns, demonstrating comprehension through probing questions, supportive directions, and empathetic reassurance during high-stress situations.
• Research, analyze, interpret, and document candidate interactions.
• Exhibit a positive, can-do attitude, embrace new challenges and changes with an open mind, and demonstrate commitment to the role and supporting candidates.

Requirements & Tech Stack

Education and Experience

• Minimum High School Diploma or equivalent.
• Customer service experience preferred.
• Basic technical troubleshooting experience preferred.

Key Characteristics

• Passion for customer service and helping others succeed.
• Patient, positive, compassionate, and friendly demeanor.
• Thrive working with a team and technology.
• Eagerness to learn and adapt to changing business needs and service demands.
• Proficient with standard technology including Windows, Microsoft 365 OneDrive, Excel, Word, and other related applications.
• Conflict management skills; diplomatic and sees feedback as an opportunity for growth.
• Time management skills; ability to quickly and effectively adapt to changes.
• Ability to deal with ambiguity and overcome objections.
• Strong attention to detail.
• Willing and able to work assigned shifts; flexible work arrangements and time off may be limited during specific times due to business demands.
• All overtime must be approved in advance.