Customer Service Technical Support AdministratorConfidential • Noida
Customer Service Technical Support Administrator
Confidential • Noida
30+ days ago
Job descriptionUnderstand 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. Education and Experience : Minimum High School Diploma or equivalent. Customer service experience preferred. Basic technical troubleshooting experience preferred. 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 .
Pearson VUE is seeking dedicated Customer Service Technical Support Administrators to deliver a first-class level of customer service to our candidates and clients. Our teams prioritize empathy and focus on addressing candidate concerns, fostering an environment of real-time feedback and continuous development to meet our overarching team, department, and company goals.
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
Background Requirements
Key Characteristics We Are Looking For
Skills Required
Technical Support, Troubleshooting, Case Management, Customer Service, Microsoft 365, Time Management
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Technical Support • Noida
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