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Associate, Customer Service
Pearson VUEAdvanced Associate providing technical support and customer service for certification testing at Pearson. Engaging with candidates for troubleshooting and issue resolution.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical and critical thinking skills to resolve candidate issues effectively while adhering to client policies. Exhibits excellent verbal and written communication abilities, ensuring clear guidance and support for candidates throughout the process.
Highest-signal resume keywords
Customer Service ExperienceTechnical TroubleshootingCase Management System ProficiencyAnalytical SkillsEffective Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical TroubleshootingData AnalysisInformation CollectionDocumentationProblem Solving
Soft Skills
Active ListeningEmpathyAdaptabilityPositive AttitudeCommitment
Tools & Technologies
Case Management System
Certifications & Qualifications
Bachelor's Degree or Equivalent
Industry Keywords
Candidate SupportClient PoliciesTesting ProceduresService DeliveryCommunication Style
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