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Pearson
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Customer Service Technical Support Administrator

Customer Service Technical Support Administrator

Pearson

0 - 4 years

1 - 5 Lacs

Noida Uttar Pradesh India

Posted:1 day ago| Platform: Foundit logo

Apply

Skills Required

Technical Support Troubleshooting Case Management Customer Service Time Management

Work Mode

On-site

Job Type

Full Time

Job Description

Customer Service Technical Support Administrators

Primary Responsibilities

Technical Support and Troubleshooting

Respond to candidate issues by
analyzing the situation and performing necessary actions
to reach a resolution, utilizing internal processes and critical thinking skills.
Actively demonstrate the
application of concepts and guidelines
.
Use an internal
case management system
to complete tasks and find optimal solutions for candidates, adhering to 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 propose solutions for barriers to leadership.

Deliver First-Class Customer Service

Understand the expectations of a test taker and
adapt your communication style
to meet the needs of a conversation, delivering service that exceeds customer 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, identify, and resolve issues that impact the delivery of quality service.
Use
active listening
to understand candidate concerns, demonstrating comprehension through probing questions, supportive directions, and empathetic reassurance during high-stress situations.
Ability to
research, analyze, interpret, and document candidate interactions
.
Exhibit a positive can-do attitude and approach to tasks; meet new challenges and changes with an open mind; demonstrate commitment to the role and supporting candidates.

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 finding joy in helping others succeed.
Possesses a
patient, positive, compassionate, and friendly demeanor
.
Thrive working with a
team and technology
.
Eagerness to learn
and willingness to adapt to situations as business needs change and demand for service grows.
Proficient in standard technology
including Windows, Microsoft 365 (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
.

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