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
* Offers 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
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, an
📌 Specialist, Customer Service (India)
🏢 Pearson
📍 India