OnVUE Technical Support Coordinator

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

*Your Opportunity   *

Join the Pearson VUE operations team where we are dedicated to helping support candidates and clients throughout their certification testing process. The OnVUE Tech Support Team is an escalation point for our global testing candidates who may experience technical issues during the OnVUE exam process. As an OnVUE Technical Support Coordinator, you will focus on both live troubleshooting and post-issue research within the Pearson VUE case management system. If you are looking to work with a company that cares about its employees, including the importance of work-life balance, takes ownership of customer satisfaction, and cultivates an environment that integrates our Pearson values into everything we do – this is the place for you.

This is a candidate-facing role, where our coordinators will personally connect with test takers to offer support, guidance, and reassurance while walking customers through basic troubleshooting steps. Like every department within Pearson, our work goes beyond just delivering exams, and focuses on our ability to allow learners to flourish. We are looking for team members who are ready and able to deliver a first-class level of customer service to our candidates and clients through skills we will help sharpen and grow. Our teams focus heavily on the importance of empathy and responding to candidate concerns – we don’t shy away from real-time feedback and consistent conversations with staff to ensure we never lose sight of our overall team, department, and company goals.

• Title: OnVUE Technical Support Coordinator  

• Location: We are a global company and department, with team members are based in Bloomington, Minnesota and Noida, India. This position is based in Bloomington Minnesota.

• Hours: You will be working a regular full-time position - working a 40-hour shift each week. We are hiring available shifts which will include hours in the evenings and weekends. For example, Sunday - Thursday, Saturday - Wednesday, Thursday - Monday or Tuesday - Saturday. Subject to change based on business needs.

• New Hire Training: During your first few weeks of onboarding, you’ll be asked to adhere to a training schedule that allows our teams to show you the ropes and create a foundation of required knowledge you’ll use throughout your career with Pearson.

• We are excited to offer a Sign-on Bonus for candidates who will be successful for this position, to be paid out after completing the first 60 days as a full-time employee.

*PRIMARY RESPONSIBILITIES  *

*Technical Support and Troubleshooting  *

• Respond to candidate issues by analyzing the situation and performing necessary and appropriate actions to reach a resolution by using internal processes and critical thinking skills.

• Actively demonstrate the application of concepts and guidelines.

• Using an internal case management system to complete tasks and find best solutions for candidates while adhering and upholding 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 and take responsibility for results, effectively prioritizing tasks. Identify and proposes solutions for barriers to leadership.

   

Deliver first-class customer service

• Understands the expectations of a test taker and able to adapt your communication style to meet the needs of a conversation while delivering service that exceeds customer’s needs within department guidelines.

• Effective verbal and written communication skills. Provide clear and concise directions to live candidates while troubleshooting, and/or explaining policies and/or testing procedures.

• Anticipate candidate needs, identifies, and resolves issues that impact the delivery of quality service.

• Use active listening to understand the candidate's concerns, demonstrating comprehension of the issue through the use of asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations.

• Ability to research, analyze, interpret, and document candidate interactions.

• Exhibits a positive can-do attitude and approach to tasks; meets new challenges and changes with an open mind; demonstrates commitment to the role and supporting a candidate.

Background Requirements

Education and Experience

• Minimum High School Diploma or equivalent    

• Customer service experience preferred

• Basic technical troubleshooting experience preferred

Key characteristics we are looking for

• Passion for customer service and find joy in helping others succeed.

• Has a patient, positive, compassionate, and friendly demeanor.

• Thrive working with a team and technology.

• Eagerness to learn and willing to adapt to situations as business needs change and demand for service grows.

• Proficient standard technology including Windows, Microsoft 360 OneDrive, Excel, Word, and other related applications.

• Conflict management skills; diplomatic and sees feedback as an opportunity for growth.

• Time management skills; can 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.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 14320