Customer Service Specialist, Technical Support

Stellenbeschreibung:

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

Core Competencies

Demonstrates expertise in troubleshooting complex customer issues across clinical assessment platforms, with a strong focus on user account administration, authentication systems, and root cause analysis. Capable of mentoring peers and driving process improvements while ensuring customer satisfaction and SLA compliance.