Customer Service Specialist, Technical Support

Job not on LinkedIn

🔥 16 hours ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $21 - $40 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Pearson VUE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1994

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Pearson VUE is a global leader in computer-based testing, providing a wide range of credentialing and certification exams for various industries. They support test-takers and test owners by offering resources, scheduling options, and accommodations to ensure equitable access to testing. Their mission is to empower candidates and enrich communities through the delivery of high-stakes exams that validate professional skills and knowledge, contributing to career advancement and industry standards.

📋 Description

• Resolve complex customer issues across Pearson’s clinical assessment platforms, including Q-global, Q-interactive, Assess, Identity Enabled Services (IES), authentication systems, account administration, and platform integrations • Investigate issues that cannot be resolved through standard troubleshooting • Identify root causes across multiple systems • Collaborate with Product, Development, Infrastructure, and Identity Management teams • Guide customers through resolution of high-impact technical challenges • Perform advanced troubleshooting and escalation management • Conduct root cause analysis • Contribute to knowledge management • Mentor peers and provide technical leadership • Own escalations and drive resolution effectiveness • Support customer satisfaction, customer effort, SLA compliance, and first-contact resolution • Produce accurate technical documentation and knowledge base contributions • Recommend and implement process improvements • Reduce repeat customer contacts

🎯 Requirements

• Experience in user account administration • Experience troubleshooting authentication, Single Sign-On (SSO), and Multi-Factor Authentication (MFA) • Experience with user provisioning and permissions • Experience supporting web-based and mobile applications • Experience with user administration and configuration troubleshooting • Experience with software-based tools • Experience conducting root cause investigations, log analysis, defect identification, system behavior analysis, and cross-system troubleshooting • Experience with CRM and ticketing platforms • Experience with knowledge management systems • Experience with collaboration tools, including Teams and SharePoint • Experience with documentation platforms, including JIRA • Intermediate proficiency in Learning to Learn, Adaptability, and Artificial Intelligence Utilization • Communication, analytical thinking, influencing, business acumen, business relationship management, strategic thinking, and problem-solving skills • Ability to explain technical concepts to non-technical audiences • Ability to manage multiple complex cases simultaneously and work in fast-paced environments • Willingness to mentor peers and contribute to knowledge sharing

🏖️ Benefits

• No bonus eligibility • Benefits information is available via the referenced benefits page