Job Description:From lawyers to astronauts actors to nurses, the GED network spans over 90 countries with graduates from all backgrounds. For more than 80 years GED Testing Service has been helping individuals achieve in their pursuit of a brighter future by attaining their high school equivalency diploma. Our Technical Operations team plays an integral part in this process. Our team's main focus is serving all our GED Administrators and Educators in our collective approach to serving our students but also serving internal teams as we all work toward this one common goal of serving our learners. This is a highly interactive, fast moving team who have set the bar high. Using sophisticated systems and our troubleshooting skills we take pride in being part of a solution that elevates our company to new heights. In this Technical Support Representative role you will help us support our main clientele focus which is always points towards our GED Learners but is done by mainly by supporting our Jurisdictional Administrators and Educators but also maintaining working relationship with internal GED and Pearson VUE teams.What You'll Do:
Email rotation support for operations tasks and procedures
Ownership of state-specific rules and policies
Report generating/formatting
Evaluating student progress and making decisions that are in line with company objectives
Participating in team and specific project-focused meetings
Multi-tasking in different systems. Managing projects simultaneously.
Maintain steady communication to stakeholders of resolution progress aka Customer Satisfaction!
Identifying opportunities for ongoing process improvements
Requirements:
Troubleshooting/problem solving
Microsoft tools
SQL experience (nice to have but not required)
Excels in Customer Satisfaction
Video face time during meetings
Ideally less than 1% travel
Working hours:
Monday thru Friday 8am - 6pm (CST)
Required Education & Experience
BS or BA or equivalent experience
Desired Knowledge, Skills & Abilities
Strong Customer Service focus including experience in balancing the needs of internal and external clients
Outstanding written, verbal and interpersonal communication skills
Must possess problem-solving, time-management, planning and project-management skills
Must possess Microsoft Office Suite skills
Empathy and a strong work ethic is paramount to a successful hire for this position
About your Benefits and RewardsCompensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:The full-time salary range is between $22 to $24 an hourHere are the benefits we offer here.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 Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.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 [email protected] that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.Job: CUSTOMER SERVICEOrganization: Enterprise Learning & SkillsSchedule: FULLTIMEWorkplace Type:Req ID: 19075