About the role: We are currently looking for a customer-focused individual to join our Project Support Team. In this role, you will provide exceptional inbound and outbound general technical support to internal customers by demonstrating a friendly and helpful attitude, promptness, attentiveness, and a focus on resolving issues efficiently on the first contact. 

Our team: Assessment & Qualifications - Pearson Assessment Services provides a comprehensive suite of services to accommodate the secure printing, packing, distribution, data capture, and marking for our clients/projects throughout Australia and Internationally. Our highlight is our national assessment services is Pearson’s delivery of services for the NAPLAN program in various territories. We are responsible for the delivery of large-scale assessments and deliver both paper and online assessments to hundreds of thousands of students each year.. Our Purpose - Add Life to a Lifetime of Learning 

 

Education, Skills and Knowledge 

· Bachelor's Degree or relevant work experience required.

· Must possess excellent customer service skills. 

· Call center experience is preferred. 

· A very friendly and helpful attitude and the ability to manage simultaneous tasks. 

· Ability to work as a member of a team is required. 

· Must have excellent oral and written communication skills. 

· Excellent attendance is required. 

· Experience working with a PC and a Windows environment is required. 

· Experience working with a Mac is preferred, but not required. 

Basic Purpose and Objectives 

Provide exceptional inbound and outbound general and technical support to internal customers by demonstrating a friendly and helpful attitude, promptness, attentiveness and a focus on resolving issues efficiently on the first contact. 

Organizational Relationships 

Reports to and direction received from: 

Scoring Support Shift Supervisors (Primary) 

Scoring Support Manager (Secondary) 

Overall Functions and Responsibilities 

· These positions will include shifts which cover center hours from 7am to 11pm CST Monday through Friday and 9am and 5pm CST on Saturday and Sunday. 

· May be required to work a rotating shift schedule and weekends. 

· Responsible for providing accurate answers to internal customer questions or concerns in a courteous, efficient, and customer-service focused manner via phone, email or chat. 

· Responsible for diagnosis and complete resolution of technical issues in a courteous, efficient, and customer-service focused manner via phone, email or chat using documented solutions. 

· Responsible for calling remote employees in an efficient, courteous, and supportive manner. 

· Serve as an escalation point as needed to the appropriate department for resolution. 

· Responsible for independent and timely resolution of routine issues, and for notifying management of non-routine issues that need immediate attention. 

· Provide complete documentation of issues handled. 

· Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources. 

· Perform other related duties as assigned. 

Working Conditions 

Work Location: Remote

NOTE: Hours may vary or change, depending upon needs of business.