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- Tasks: Provide top-notch IT support to clients via phone, chat, and remote tools.
- Company: Join Pearson VUE, a globally recognised leader in employee development and apprenticeship programmes.
- Benefits: Enjoy hybrid work options, generous holidays, and a fantastic pension scheme.
- Why this job: Be part of a dynamic team with exciting projects and a strong focus on customer service.
- Qualifications: Experience in customer service and IT support, with strong communication skills required.
- Other info: This role is based in Manchester; applicants must be local or able to commute.
The predicted salary is between 21000 - 28000 £ per year.
Customer Service Technical Support Administrator Pearson VUE is regularly praised globally for our commitment to our employees, and we are listed in the 2023 Investors in People awards for our amazing apprenticeship programs. We are proud to offer an exceptional environment to develop your professional career and we are now looking for an IT Support Technician to join our successful team in Salford Quays, Manchester area. About the Role: At Pearson VUE, we have an exciting opportunity for an IT Support Technician to join our global IT Support Team and provide first-class customer service for our clients. Each one of our clients is unique, therefore you will treat every customer as a valued individual. You will work in a skilled, multi-lingual team of passionate colleagues, where you will report to the Team Manager and support your customers by telephone, chat, and remote-access tools. You will ensure that you fully understand their enquiry, listen to their needs, and ask questions to troubleshoot any faults and provide effective solutions. You will deliver exceptional technical service to customers from our network of global Exam Centres, assessment venues, and education organisations, often at times when customers are due to complete important exams. Therefore, you will be expected to prioritise tasks effectively and work with a sense of urgency, taking ownership of customer issues until they are resolved. It will be your responsibility to provide support and guidance on the installation and troubleshooting of software remotely. You will also assist with upgrading or implementing new applications. Your role will involve documenting and recording customer updates and outcomes using our CRM logging systems. Hybrid Work Set-up – work from home or office Salford Quays based office is available, Manchester UK Permanent & full-time Starting salary of £24,900.00 with excellent Pension contributions scheme Amazing benefits package and a wide range of development opportunities Working week: Monday – Friday (11:30 – 20:00) About You: Required Experience and Qualifications Excellent knowledge and experience in a customer-focused environment At least one year in a similar role or IT-related qualifications Excellent written and verbal communication skills Must be able to demonstrate a logical and analytical approach to problem solving Effective time management Experience supporting Microsoft workstation operating systems Experience supporting software applications via telephone and using remote support tools Experience supporting local network connectivity related issues General knowledge of networking configurations and troubleshooting Quick learner and ability to adapt to new systems and operating environments. Desirable Experience and Qualifications At least two years in a similar role or an IT-related degree Experience supporting Microsoft Server operating systems and office applications IT qualifications such as Microsoft, Cisco, or CompTia Excellent documentation and training skills Utilisation of helpdesk CRM tools (e.g. SalesForce) Our Successful Candidate This is a career-changing opportunity; therefore, we are looking for a passionate team player with excellent customer service skills. It would be an advantage to have an IT-related Degree or professional IT work experience. You should be confident with Windows operating systems, have good knowledge of networking configuration and troubleshooting, along with experience supporting customers with software remotely. Take your IT Support expertise to a new level – we have many interesting and dynamic projects to look forward to in 2024 and 2025, therefore now is the ideal time to join us for a highly rewarding and truly global career at Pearson VUE! We’ll expect a lot, and we know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know that one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams and their families too. There is a range of options, too many to list here, but when you join our Pearson VUE family, you can look forward to: Work from home with occasional office visits A starting holiday entitlement of 25 days plus UK public holidays. Generous pension scheme where we match and double what you contribute. Maternity, paternity, and family care leave as well as flexible work policies. Stock/share purchase options. Healthcare and dental plans, and an employee wellbeing assistance programme for you and your family to help balance work, family, and personal life. Cycle to work program, Gym membership concessions in selected office locations, along with retail and leisure discounts. This is a role based in Manchester, United Kingdom. Only candidates residing nearby or can travel to the office need to apply. Seniority level Associate Employment type Full-time Job function Customer Service Industries: Education #J-18808-Ljbffr
Contact Detail:
Pearson Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Technical Support Administrator
✨Tip Number 1
Familiarise yourself with the specific software and tools mentioned in the job description, such as Microsoft workstation operating systems and CRM logging systems. Being able to demonstrate your knowledge of these tools during the interview can set you apart from other candidates.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of past experiences where you successfully resolved technical issues for customers. This will highlight your ability to handle the responsibilities of the role effectively.
✨Tip Number 3
Research Pearson VUE and their commitment to customer service. Understanding their values and how they treat their clients can help you align your answers during the interview, demonstrating that you are a good fit for their team.
✨Tip Number 4
Prepare to discuss your experience in a multi-lingual environment if applicable. Highlighting your adaptability and communication skills in diverse settings can be a significant advantage in this role.
We think you need these skills to ace Customer Service Technical Support Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and IT support. Emphasise any specific skills related to troubleshooting, software installation, and remote support tools that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your technical expertise. Mention specific examples of how you've successfully resolved customer issues in the past, demonstrating your problem-solving abilities.
Highlight Relevant Qualifications: Clearly list any IT-related qualifications or certifications you possess, such as Microsoft or Cisco certifications. This will help demonstrate your technical knowledge and commitment to the field.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your written and verbal communication skills. Use clear and concise language, and consider including examples of how you've effectively communicated with customers in previous roles.
How to prepare for a job interview at Pearson
✨Showcase Your Customer Service Skills
Since the role focuses heavily on customer service, be prepared to share specific examples of how you've successfully handled customer inquiries or issues in the past. Highlight your ability to listen actively and provide tailored solutions.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of Microsoft operating systems and networking configurations. Be ready to discuss your experience with troubleshooting software applications and any relevant IT qualifications you possess.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare to walk through how you would handle common technical issues or customer scenarios, showcasing your logical and analytical approach.
✨Emphasise Adaptability and Learning
The company values quick learners who can adapt to new systems. Share instances where you've successfully learned new technologies or processes, demonstrating your willingness to grow and evolve in your role.
