Pearson
Location
Noida | India
Job description
Technical Support and Troubleshooting
Respond to candidate issues by analyzing the situation and performing necessary and appropriate actions to reach a resolution by using internal processes and critical thinking skills.
Actively demonstrate the application of concepts and guidelines.
Using an internal case management system to complete tasks and find best solutions for candidates while adhering and upholding 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 proposes solutions for barriers to leadership.
Deliver first class customer service
Understands the expectations of a test taker and are able to adapt your communication style to meet the needs of a conversation while delivering service that exceeds customer s needs within department guidelines.
Effective verbal and written communication skills. Provide clear and concise directions to live candidates while troubleshooting, and/or explaining policies and/or testing procedures.
Anticipate candidate needs, identifies, and resolves issues that impact the delivery of quality service.
Use active listening to understand the candidate concerns, demonstrating comprehension of the issue through the use of asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations.
Ability to research, analyze, interpret, and document candidate interactions.
Exhibits a positive can-do attitude and approach to tasks; meets new challenges and changes with an open mind; demonstrates commitment to the role and supporting a candidate.
About You:
Education and Experience
Graduate
Customer service experience preferred
Basic technical troubleshooting experience preferred
Key characteristics we are looking for
Passion for customer service and find joy in helping others succeed.
Has a patient, positive, compassionate, and friendly demeanor.
Thrive working with a team and technology.
Eagerness to learn and willing to adapt to situations as business needs change and demand for service grows.
Proficient standard technology including Windows, Microsoft 360 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.
Willing and able to work assigned shifts, flexible work arrangements and time off may be limited during specific times due to business demands. All overtime must be approved in advance.
Job tags
Salary
