Customer Service Analyst

Pearson VUE (pearsonvue.com) has been a pioneer in the computer-based testing industry for decades, delivering more than 15 million certification and licensure exams annually in every industry from academia and admissions to IT and healthcare. We are the global leader in developing and delivering high-stakes exams via the world's most comprehensive network of nearly 20,000 test centers in 180 countries. Our leadership in the assessment industry is a result of our collaborative partnerships with a broad range of clients, from leading technology firms to government and regulatory agencies. Pearson VUE is regularly featured on the Forbes list of Best Employers, and we are recognized in the Best Employers. We are proud to offer an exceptional environment to develop your professional career, and we are now hiring for a Customer Service Operations Support Administrator to join our successful team in Noida, India.

At Pearson VUE we offer truly global career opportunities, and we have ambitious plans for the future! We are proud to offer our people many exciting career development opportunities, incentives, rewards, and a competitive benefits package. When you join us as Customer Service Analyst, you can look forward to working with many talented, motivated colleagues who all share our passion for helping customers throughout their learning and assessment journey.

This is a fantastic opportunity for you to gain experience working with our diverse internal professional teams and corporate functions and have the opportunity to share feedback, suggesting ways we can improve and streamline our internal processes to ensure the business is successful. You may even have the chance to work with some of our clients and help with some of our exciting projects!

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

Primary Responsibilities

• Preparing departmental reports for the Customer Service business unit.
• Managing the onboarding and offboarding process for the customer service department.
• Performing administrative tasks related to contingent workers (e.g., ensuring completion of mandatory training, resolving password and system issues, etc.)
• Overseeing telephony requirements and addressing related issues, as well as facilitating new telephony requests to ensure new clients are ready for launch.
• Facilitating configuration and support of client chat services.
• Act as an escalation point for related issues.
• Analyzing and identifying trends in departmental reports.
• Other duties as assigned

Qualifications/Education and Experience:

• Required Education- Bachelor’s degree
• 2 years of experience in a similar/related position
• Excellent oral and written communication skills
• Familiar and comfortable working in a busy corporate environment/shifts (24*7)
• Experience in providing application support
• Proficient with MS Office Suite
• Ability to learn and use new AI based tools

Desired Candidate Profile:

• Excellent oral and written communication skills
• Great attention to detail
• Problem-solving skills
• Strong organizing and time management skills
• Effective teamwork skills

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Job: Customer Success

Job Family: GO\TO\MARKET

Organization: Assessment & Qualifications

Schedule: FULL\_TIME

Workplace Type: Hybrid

Req ID: 21076