Advanced Associate, Test Center Support

Pearson VUE (www.pearsonvue.com) is the leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

The VSS Level 1 Technician is responsible for providing first level technical support to Pearson VUE’s test centers. The VSS Level 1 Technician also acts as first level support for our installation team and as a resource for internal support needs. Able to work flexible schedule with some on call.

SCOPE AND IMPACT OF JOB 

• First point of contact for technical support calls connected to VUE Testing System software installation and operation in test centers across the globe. 
• Provides breath taking customer service by answering calls promptly and courteously, offering solutions or additional assistance, and documenting details thoroughly in the incident management system. 
• Assist with the installation and configuration of new hardware and software, as required 
• Support of VUE Testing System Software 
• Support test centers with the installation and use of the VUE Testing System software by using remote tools or phone only support 
• Assist test centers with the periodic rollout of software updates 
• Technical Support to Pearson VUE’s Customers 
• Provide technical hardware/software support to both internal and external customers via phone, email, incidents, instant messaging or on-site support 

OTHER RESPONSIBILITIES 

• Assist with other duties/projects as assigned

Qualifications

Education and Experience

• Associate degree in computers (preferred) 
• 1-2 years’ experience in Windows Application support 
• Customer Service experience required 
• A+ certification preferred

Skills, Knowledge and Abilities:

• Proficient in the use of Windows 10 and Windows Server  
• Understanding and troubleshooting of basic Network configurations 
• Ability to troubleshoot and resolve hardware issues 
• Excellent listening, oral, and written communication skills 
• Effective planning and prioritizing skills 
• Strong customer service and follow up skills 
• Ability to work in a team environment 
• Adaptability and comfortable to change 
• Strong attention to detail