Customer Service Technical Support Assistant

Certiport is the leader in computer-based testing for academic testing programs around the world. Certiport provides a full suite of services from Learning courseware practice tests to exam delivery through a secure network of test centers in more than 180 countries where we validate the skills and knowledge of millions of individuals every year.

Certiport is a Pearson VUE business of Pearson the worlds 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).

TheTechnical Support Specialistis responsible for providing first level technical support to Certiports test centers. The Technician also acts as first level support for our development team and as a resource for other internal support needs.

Provides Technical Support for all Certiport exams assessments and practice tests delivered to Certiport Authorized Partners (CAP) and Certiport Authorized Testing Centers (CATC) using phone chat and email.

Essential Duties and Responsibilities include the following:

• Responds to incoming technical support requests within 90 seconds
• Provides assistance and input to Certiports Knowledge Base (KB) to improve customer satisfaction and response times
• Uses telephone as well as email and web support solutions to provide support.
• Records each support call and related support ticket issue in Certiports technical support system
• Recommends and provides remedial actions to correct problems
• Coordinates activities with help desk network services or other information systems groups.
• Provides updates status and completion information to manager problem request tracking system and/or users via voice mail e-mail or in-person communication.
• Responds to client inquiries concerning systems operation and diagnoses system hardware software and operator problems.
• Assists customers with the correct installation management and maintenance and proper use of Certiports Compass EFH and Compass Cloud engines.
• Attends scheduled training as required to maintain skills
• Any other duties as assigned by the Technical Support Manager
• Other duties may be assigned.

Competency:

To perform the job successfully an individual should demonstrate the following competencies:

• Analytical - Uses intuition and experience to complement data Designs workflows and procedures.
• Design - Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Completes projects on time and budget. Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal - Maintains confidentiality. Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Team Work - Balances team and individual responsibilities; Gives and welcomes feedback.
• Leadership - Inspires and motivates others to perform well; Inspires respect and trust; Accepts feedback from others.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Business Acumen - Aligns work with strategic goals. Cost Consciousness - Works within approved budget.
• Ethics - Upholds organizational values.
• Organizational Support - Supports organizations goals and values.
• Adaptability - Able to deal with frequent change delays or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Innovation - Displays original thinking and creativity; Generates suggestions for improving work.
• Judgment - Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation - Takes calculated risks to accomplish goals.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
• Professionalism - Reacts well under pressure; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Completes work in timely manner; Strives to increase productivity; Works quickly.

Qualifications:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelors degree (B. A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Ability:

Ability to read analyze and interpret general business periodicals professional journals technical procedures or governmental regulations. Ability to write reports business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers clients customers and the general public. The ability to read write and speak another language is a distinct advantage.

Reasoning Ability:

Ability to define problems collect data establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:

To perform this job successfully an individual should have a thorough knowledge of the Microsoft Windows Mac OS and Chromebooks environments. It is encouraged to be proficient in Microsoft office Adobe CC and Autodesk products. They should also have an understanding of technical support reporting tools database solutions and how to use internet-based support tools. Previous experience as a Technical Support specialist and the use of both telephonic and web-based support solutions would be a distinct advantage.

Certificates and Licenses:

Candidates should possess industry related certifications such as A Microsoft MCSE MTA MOS or MCSA and IC3 ACA or CompTIA Strata certificates.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job the employee is regularly required to sit.

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set level of experience and specific location. The pay range for this position is as follows:

The minimum full-time salary range is between $20.00 per hour.

This position is benefits eligible