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The role involves resolving complex technical issues across clinical assessment platforms and collaborating with cross-functional teams to identify root causes. You will also provide mentorship to peers and contribute to knowledge management and process improvements.
Pearson Clinical Assessments is seeking a highly skilled customer-focused Technical Support Tier II Champion to join our Clinical Technology Team.
In this role, you will serve as a technical resource responsible for resolving complex customer issues across Pearson’s clinical assessment platforms, including Q-global, Q-interactive, Assess, Identity Enabled Services (IES), authentication systems, account administration, and platform integrations.
You will investigate issues that cannot be resolved through standard troubleshooting, identify root causes across multiple systems, collaborate with Product, Development, Infrastructure, and Identity Management teams, and guide customers through resolution of high-impact technical challenges.
The ideal candidate combines technical expertise, analytical problem-solving, exceptional customer communication skills, and a passion for improving both customer experience and internal processes. Job tasks will include but not be limited to: advanced trouble shooting, escalation management, root cause analysis, knowledge management, mentorship, leadership,
Candidates should demonstrate experience in several of the following areas:
Identity & Access Management
Software/Application Support
Technical Analysis
Support Tools
Intermediate Proficiency Required
Core Professional Skills
Success Profile
The successful candidate will consistently demonstrate:
Customer Excellence
Problem Solving
Resilience
Leadership
Key Performance Indicators (KPIs)
Success in this role will be measured through:
First Contact Resolution on advanced technical cases
Escalation ownership and resolution effectiveness
Customer Satisfaction (CSAT)
Customer Effort Score (CES)
Quality and accuracy of technical documentation
Knowledge base contributions
Reduction in repeat contacts
Process improvement recommendations implemented
Technical mentoring contributions
Service Level Agreement (SLA) compliance
Compensation at Pearson is influenced by factors including skill set, experience, and location.
The hourly rate for this role is $21.87 – $40.62.
This position is not bonus eligible. Information on benefits can be found here.
Applications will be accepted through September 30, 2026. This window may be extended depending on business needs.
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