Specialist, Customer Service

OnVUE Technical Support Team Lead (Specialist)

At Pearson, our purpose is to help people realize the life they imagine through learning. We’re a place where talented people with different viewpoints can have their voices valued and heard and we’re intentionally building a culture of belonging designed to attract and promote innovative, and skilled people, where everyone has the opportunity to make progress in their careers.  

Your Opportunity   

• OnVUE Technical Support Team Lead  

• Off support to teams who are based in Bloomington, Minnesota and Noida, India. This position is based in Noida, India.

• Regular full-time position working 40 hours per week . 24/7 rotational shift.

SCOPE AND IMPACT OF JOB  

Join the Pearson operations team where we are dedicated to helping support candidates and clients throughout their certification testing process.  Working closely with candidates, greeters, and proctors, the OnVUE Technical Support Coordinator acts as the escalation point for candidates who experience technical issues during the OnVUE exam process. Escalations include both live troubleshooting and post-issue research within the Pearson case management system.  

PRIMARY RESPONSIBILITIES  

Team Support

• Provide training and ongoing guidance to members of the OnVUE team.

• Serve as a backup for various OnVUE tasks, including technical support, greeting, and proctoring.

• Work closely with OnVUE Operations Supervisor and Quality and Training team to identify and address trending quality issues.

• Report and follow up on OnVUE operational metrics, including team output and average handle time 

OnVUE Policies and Processes

• Document and communicate policy changes and product and service improvements to the broader OnVUE team

• Working with the Quality and Training team, ensure that OnVUE training materials remain relevant and updated

• Engage with internal Pearson VUE teams (such as Product, Development, and Operations) on problems that arise

Issue identification, resolution, and trending

• Research and resolve escalated OnVUE candidate cases 

• Track and report on common candidate questions, concerns, and challenges; proactively identify details and impact of recurring issues

• Communicate with the business on opportunities for product improvement and streamlining of the candidate experience

REQUIRED SKILLS AND ABILITIES  

Education and Experience

• Minimum High School Diploma or Equivalent  

• Bachelor’s Degree preferred or equivalent work experience

• Experience with technical troubleshooting preferred

• 3+ years customer service experience preferred

• Experience with OnVUE operations preferred

Skills, Knowledge, and Abilities

• Strong problem-solving, critical thinking, and conflict management abilities, with a diplomatic approach and openness to feedback.

• Passionate about customer service, finding fulfillment in supporting others' success, and maintaining a patient, positive, and compassionate demeanor.

• Proactive in anticipating and addressing team needs, effectively delegating to foster learning and skill development within the group.

• Skilled in Microsoft Office Suite (including Teams, Access, Excel, Word), and able to manage internal knowledge management sites.

• Proficient in leveraging artificial intelligence tools and technologies to enhance team productivity, optimize customer support operations, and drive innovation. Demonstrates a willingness to adapt to the evolving AI landscape by staying current with new advancements, integrating AI-powered solutions into workflows, and continuously upskilling in relevant AI competencies. Able to identify opportunities where AI can improve efficiency and service quality and foster a culture of learning to ensure the team remains agile and prepared for ongoing changes in the AI environment. 

• Thrives in team-based and technology-driven environments, demonstrating effective leadership and a willingness to adapt as business needs evolve.

• Exhibits strong time management, attention to detail, and the ability to navigate ambiguity and objections effectively.