Customer Service Technical Support Administrator
Location: United Kingdom
Workplace Type: Remote
Job: CUSTOMER SERVICE
Schedule: FULL_TIME
Pearson VUE is regularly praised globally for our commitment to our employees. We are proud to offer an exceptional environment to develop your professional career and we are now looking for an IT Support Technician to join our successful team in Salford Quays, Manchester area.
About the Role:
At Pearson VUE, we have an exciting opportunity for an IT Support Technician to join our global IT Support Team and provide first-class customer service for our clients. You will work in a skilled, multi-lingual team and support customers by telephone, chat, and remote-access tools. You will ensure that you fully understand their enquiry, listen to their needs, and ask questions to troubleshoot any faults and provide effective solutions.
You will deliver exceptional technical service to customers from our network of global Exam Centres, assessment venues, and education organisations, often at critical moments when customers are due to complete important exams. Therefore, you will be expected to prioritise tasks effectively and work with a sense of urgency, taking ownership of customer issues until they are resolved.
Your responsibilities will include providing support and guidance on the installation and troubleshooting of software remotely, assisting with upgrading or implementing new applications, and documenting customer updates and outcomes using our CRM logging systems.
About You:
Required Experience and Qualifications:
1. Excellent knowledge and experience in a customer-focused environment.
2. At least one year in a similar role or IT-related qualifications.
3. Excellent written and verbal communication skills.
4. Logical and analytical approach to problem-solving.
5. Effective time management skills.
6. Experience supporting Microsoft workstation operating systems.
7. Experience supporting software applications via telephone and using remote support tools.
8. Experience supporting local network connectivity issues.
9. General knowledge of networking configurations and troubleshooting.
10. Quick learner with the ability to adapt to new systems and operating environments.
Desirable Experience and Qualifications:
1. At least two years in a similar role or an IT-related degree.
2. Experience supporting Microsoft Server operating systems and office applications.
3. IT qualifications such as Microsoft, Cisco, or CompTIA.
4. Excellent documentation and training skills.
5. Utilisation of helpdesk CRM tools (e.g., SalesForce).
Our Successful Candidate:
This is a career-changing opportunity, and we are looking for a passionate team player with excellent customer service skills. It would be an advantage to have an IT-related Degree or professional IT work experience. You should be confident with Windows operating systems, have a good knowledge of networking configuration and troubleshooting, along with experience supporting customers with software remotely.
Take your IT Support expertise to a new level - we have many interesting and dynamic projects to look forward to in 2024 and 2025, therefore now is the ideal time to join us for a highly rewarding and truly global career at Pearson VUE!
Benefits:
1. Work from home with occasional office visits.
2. A starting holiday entitlement of 25 days plus UK public holidays.
3. Generous pension scheme where we match and double what you contribute.
4. Maternity, paternity, and family care leave as well as flexible work policies.
5. Stock/share purchase options.
6. Healthcare and dental plans, and an employee wellbeing assistance programme.
7. Cycle to work program, gym membership concessions, and retail and leisure discounts.
Our Recruitment Process:
Please complete and submit your application as soon as possible on our Pearson Careers website. We are reviewing applications regularly and interviews are being scheduled now, therefore we encourage you to submit your application as soon as possible.
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. 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.
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