Customer Service Technical Support Administrator
| Company | Pearson |
|---|---|
| Location | Bloomington, MN, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- Minimum High School Diploma or equivalent
- Customer service experience preferred
- Basic technical troubleshooting experience preferred
- Effective verbal and written communication skills
- Proficient standard technology including Windows, Microsoft 360 OneDrive, Excel, Word, and other related applications
Responsibilities
- 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.
- 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.
- 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.
Preferred Qualifications
- 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.
- 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.