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Technical Customer Service Representative
Pearson
Bloomington, MN, United States
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Description
Pearson VUE ( 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 world’s most comprehensive and secure network of test centers 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 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.
The Help Desk Support Representative is responsible for providing first level technical support to Pearson VUE’s test centers. The Help Desk Support Representative also acts as first level support for our installation team and as a resource for internal support needs.
SCOPE AND IMPACT OF JOB
• First point of contact for technical support calls connected to VUE Testing System software installation and operation in test centers across the globe.
• Provides breath taking customer service by answering calls promptly and courteously, offering solutions or additional assistance, and documenting details thoroughly in the incident management system.
• Assist with the installation and configuration of new hardware and software, as required
60% Support of VUE Testing System Software
• Support test centers with the installation and use of the VUE Testing System software by using remote tools or phone only support
• Assist test centers with the periodic rollout of software updates
30% Technical Support to Pearson VUE’s Customers
• Provide technical hardware/software support to both internal and external customers via phone, email, incidents, instant messaging or on-site support
5% Testing Events
• Assist with the setup and/or technical support of client testing events
5% Other Responsibilities
• Assist with other duties/projects as assigned
• Flexibility to work 11:30am – 8:00pm (12:30pm-9:00pm during daylight savings time) Monday through Friday shift and a rotational weekend schedule
Qualifications
REQUIRED KNOWLEDGE AND EXPERIENCE
• Associate Degree in computers and previous experience in customer service required
• 1-2 years’ experience in Windows Application support
• Proficient in the use of Windows 7, 8.1 and Windows Server 2008 and 2012
• Understanding and troubleshooting of basic Network configurations
• Ability to troubleshoot and resolve hardware issues
• Excellent listening, oral, and written communication and follow up skills
• Effective planning and prioritizing skills
• Ability to work in a team environment
• Adaptability and comfortable to change
• Strong attention to detail