Advanced Associate, Customer Service

Pearson VUE

Advanced Associate providing technical support and troubleshooting for certification testing at Pearson. Collaborating with candidates through various support methods and ensuring satisfaction during testing processes.

Posted 4/30/2026full-timeNoida • 🇮🇳 IndiaJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

Vue.js

About the role

Key responsibilities & impact

Join the Pearson operations team where we are dedicated to helping support candidates and clients throughout their certification testing process.
The OnVUE Tech Support Team is an escalation point for our global testing candidates who may experience technical issues during the OnVUE exam process.
Focus on both live troubleshooting and post-issue research within the Pearson VUE case management system.
Connect with test takers to offer support, guidance, and reassurance while walking customers through basic troubleshooting steps.
Use active listening to understand the candidate's concerns, demonstrating comprehension of the issue through the use of asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations.

Requirements

What you’ll need

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

Benefits

Comp & perks

This position is based in Noida, India.
Hours: You will be working a regular full-time position - working a 40-hour shift each week. We are hiring available shifts which will include hours in the afternoon/evening and/or weekends. For example, Sunday - Thursday, Saturday - Wednesday, Thursday - Monday or Tuesday - Saturday. Subject to change based on business needs.
New Hire Training: During your first few weeks of onboarding, you’ll be asked to adhere to a training schedule that allows our teams to show you the ropes and create a foundation of required knowledge you’ll use throughout your career with Pearson.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical troubleshootingcustomer service

Soft Skills

active listeningpatiencecompassionfriendlinessteamworkadaptabilityconflict managementtime managementattention to detail

Certifications

High School Diploma