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OnVUE Team Lead

3.00 to 6.00 Years   Noida   24 May, 2021
Pearson Education
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryManagement Consulting / Strategy
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

We are 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.Your Opportunity

  • OnVUE Technical Support Team Lead
  • Off support to teams who are based in Bloomington, Minnesota and Noida, India
  • Regular full-time position working 40 hours per week
SCOPE AND IMPACT OF JOB 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 VUE case management system. PRIMARY RESPONSIBILITIESTeam 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, and trending
  • Research and resolve escalated OnVUE candidate cases
  • Track and report on common candidate questions, concerns, and challenges; proactively identify details and impact of recurring issues
  • Communicate with the business on opportunities for product improvement and streamlining of the candidate experience
, *REQUIRED SKILLS AND ABILITIESEducation and Experience
  • Minimum High School Diploma or Equivalent
  • Bachelor s Degree preferred or equivalent work experience
  • Experience with technical troubleshooting preferred
  • 3+ years customer service experience preferred
  • Experience with OnVUE operations preferred
Skills, Knowledge, and Abilities
  • Effective problem-solving and critical thinking skills
  • Must be patient, positive, and professional
  • Ability to learn and understand core functionality of computers and operating system; quickly pick up on functions of new technology
  • Excellent oral and written communication skills
  • Proficiency in Microsoft Office Suite (Access, Excel, Word, etc.)
  • Conflict management skills
  • Time management skills
  • Ability to deal with ambiguity and overcome objections
  • Quickly and effectively adapt to changes
  • Strong attention to detail
  • Ability to demonstrate effective leadership in a team environment

Keyskills :
problem solvingcustomer servicemicrosoft officetechnical supportmanagement skillscritical thinkingeducational contentwritten communicationcase managementwordexceloutputmetricsteachingtraining

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