Customer Service Technical Support Assistant

Certiport is the leader in computer-based testing for academic testing programs around the world. Certiport provides a full suite of services from Learning courseware, practice tests to exam delivery through a secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.

Certiport is a Pearson VUE business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

The Technical Support Specialist is responsible for providing first level technical support to Certiport’s test centers. The Technician also acts as first level support for our development team and as a resource for other internal support needs.

Provides Technical Support for all Certiport exams, assessments and practice tests delivered to Certiport Authorized Partners (CAP) and Certiport Authorized Testing Centers (CATC) using phone, chat and email. 

Essential Duties and Responsibilities include the following:

• Responds to incoming technical support requests within 90 seconds 
• Provides assistance and input to Certiport’s Knowledge Base (KB) to improve customer satisfaction and response times 
• Uses telephone as well as email and web support solutions to provide support.
• Records each support call and related support ticket issue in Certiport’s technical support system 
• Recommends and provides remedial actions to correct problems 
• Coordinates activities with help desk, network services, or other information systems groups. 
• Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. 
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems. 
• Assists customers with the correct installation, management and maintenance and proper use of Certiport’s Compass, EFH and Compass Cloud engines. 
• Attends scheduled training as required to maintain skills 
• Any other duties as assigned by the Technical Support Manager 
• Other duties may be assigned. 

Competency: 

To perform the job successfully, an individual should demonstrate the following competencies: 

• Analytical - Uses intuition and experience to complement data, Designs workflows and procedures. 
• Design - Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Completes projects on time and budget. Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. 
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. 
• Interpersonal - Maintains confidentiality. Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions. 
• Team Work - Balances team and individual responsibilities; Gives and welcomes feedback. 
• Leadership - Inspires and motivates others to perform well; Inspires respect and trust; Accepts feedback from others. 
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness. 
• Business Acumen - Aligns work with strategic goals. Cost Consciousness - Works within approved budget. 
• Ethics - Upholds organizational values. 
• Organizational Support - Supports organization's goals and values. 
• Adaptability - Able to deal with frequent change, delays, or unexpected events. 
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. 
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. 
• Innovation - Displays original thinking and creativity; Generates suggestions for improving work. 
• Judgment - Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decis