Pearson

Associate Technical Support Representative

  • Pearson
  • Bloomington, MN
  • 51 minutes ago

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Job Description

Description

Pearson is the world’s learning company with more than 24,000 employees operating in 70 countries.

We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale.

We believe that wherever learning flourishes so do people.

At GED Testing Service, we have developed and managed the GED test and supporting materials for 80 years.

We have helped over 20 million students globally achieve their high school equivalency and pursue a brighter future.

The GED is more than a diploma.

It’s a program for students to develop skills that lead to success in higher education and career growth.

We strive to empower all students to improve their lives through education.

We're looking for a temporary position that would lead to full time perm.

40 hrs/week .

The role would be in our Technology Operations within GED Testing Service.

A WorkForce Skills division of Pearson, Inc. and direct to Consumer business model.

Ideal candidate would be able to work with our team of 5 to serve as a 3rd tier Assoc.

Technical Support Representative.

They would be asked to master our GED Manager platform which is a tool used to serve and manage students' progress in their GED journey.

Position (Associate Technical Support Representative):

Role consists of the following: 50% email support, 20% projects, 15% paper-based testing coordination, 5% Reporting, 4% meetings, 1% local travel; vendor visits)

Strong proficiency in reporting, detail oriented with aptitude to learn within data analytics reporting tools, (Tableau, SQL, XML)

Strong written and verbal communication skills in order to email and speak effectively with jurisdictional administrators, educators, vendors and internal GED staff.

Remote.

Work from home and in-office (hybrid role).

Strong home wi-fi and within commutable distance to Bloomington, MN (Pearson home office).

Use virtual software tools for daily team collaboration.

Ability to manage time appropriately by balancing projects, understand the importance of timely following up with requestors, set expectations and managing ticket queue.

Manual database look ups using internal and external SaaS programs; experience working with MS Excel, MS Word, MS PowerPoint, Office Outlook 365 and a proficiency to learn SQL and other data analytic reporting such as Tableau.

Being a team player means collaborating with other team member on problem solving, process improvement and openly sharing ideas.

Troubleshooting - Individual expected to perform root cause analysis and clearly communicate issues for assessment and ultimate resolution.

Empathy.

Cannot underestimate this enough... someone in this role who, at their core, cares to improve the lives of those who are seeking to better their lives through education.

Self-starter.

This role is not to be micromanaged, expected to ask questions and prioritize their work.

Advocate for themselves and communicate regularly with team members and leadership about workflow.

Required:

BA, BS or HSE Certification and 4 years related work experience

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify.

All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Qualifications

BA, BS or HSE MS Certification and 3 years related work experience

Experience working with SaaS programs, MS Excel, MS Word, MS PowerPoint, OneDrive, MS Office Outlook 365 and a proficiency to learn SQL and other data analytic reporting such as Tableau.

Primary Location : US-MN-Bloomington

Work Locations :

US-MN-Bloomington-5601 Green Valley

5601 Green Valley DriveSuite 220

Bloomington55437

Job : Customer Service

Organization : Assessments VUE

Employee Status : Fixed Term

Job Type : Temporary Work

Job Level : Entry Level

Shift : Day Job

Travel : No

Job Posting : Jul 28, 2021

Job Unposting : Ongoing

Schedule: : Full-time Temporary

Req ID: 2110768

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