Associate, Customer Service

Pearson VUE

Advanced Associate providing technical support and customer service for certification testing at Pearson. Engaging with candidates for troubleshooting and issue resolution.

Posted 6/29/2026full-timeNoida • 🇮🇳 IndiaJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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.
Understands the expectations of a test taker and 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's 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.

Requirements

What you’ll need

Minimum Bachelor's or equivalent
Customer service experience preferred
Basic technical troubleshooting experience preferred

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical TroubleshootingData AnalysisInformation CollectionDocumentationProblem Solving

Soft Skills

Active ListeningEmpathyAdaptabilityPositive AttitudeCommitment

Certifications

Bachelor's Degree or Equivalent