Pearson Hiring Advanced Associate Customer Service | Remote

Pearson aims to help people achieve the life they imagine through learning. The company brings together individuals with diverse perspectives and builds a culture where innovation, inclusion, and career growth are encouraged.

The OnVUE Technical Support team assists global testing candidates who may encounter technical issues during the online exam process. As an Advanced Associate, you will work as part of the operations team, supporting candidates through live troubleshooting while also investigating issues within the Pearson VUE case management system.

This role involves direct interaction with test takers, guiding them through troubleshooting steps and providing reassurance during technical difficulties. The team focuses on delivering high-quality support while continuously improving processes through feedback and collaboration.

Primary Responsibilities

Technical Support and Troubleshooting

• Respond to candidate issues by analyzing situations and taking appropriate actions to reach a resolution using internal processes and judgment.
• Apply internal guidelines and concepts when resolving technical or operational issues.
• Use the internal case management system to track tasks and determine the best solutions while following client policies and internal procedures.
• Gather and document relevant information to identify patterns and share insights with internal stakeholders.
• Follow through on commitments, prioritize tasks effectively, and suggest solutions to overcome operational barriers.

Customer Service Delivery

• Understand test taker expectations and adapt communication styles to suit different situations.
• Provide clear verbal and written guidance while troubleshooting or explaining testing policies and procedures.
• Anticipate candidate needs and resolve issues that may affect the delivery of quality service.
• Use active listening and thoughtful questioning to understand concerns and guide candidates during high stress situations.
• Research, analyze, interpret, and document candidate interactions accurately.
• Maintain a positive and proactive approach while adapting to new challenges and changes.

Education and Experience

• Minimum High School Diploma or equivalent.
• Customer service experience is preferred.
• Basic technical troubleshooting experience is preferred.

Key Characteristics

• Strong interest in customer support and helping others succeed.
• Patient, friendly, and compassionate approach when interacting with candidates.
• Comfort working with both technology and team members.
• Willingness to learn and adapt as business requirements evolve.
• Familiarity with standard technology tools including Windows, Microsoft 365 OneDrive, Excel, Word, and similar applications.
• Ability to manage conflict professionally and respond constructively to feedback.
• Good time management and adaptability in changing environments.
• Attention to detail and ability to handle ambiguous situations.

Pearson is committed to equal employment opportunity. Employment decisions are made based on qualifications, merit, and business needs, without discrimination based on legally protected characteristics.