Customer Service Technical Assistant

Job Description

Customer Service Technical Assistant

Description

Our Organisation

Pearson VUE (pearsonvue.com) has been a pioneer in the computer-based testing industry for decades, delivering more than 15 million certification and licensure exams annually in every industry from academia and admissions to IT and healthcare. We are the global leaders in developing and delivering high-stakes exams via the world's most comprehensive network of nearly 20,000 Test Centers in 180 countries. Our leadership in the assessment industry is a result of our collaborative partnerships with a broad range of clients, from leading technology firms to government and regulatory agencies. Pearson VUE is regularly featured on the Forbes list of Best Employers and we are recognised in the Best Employers for Diversity 2019 awards. We are proud to offer an exceptional environment to develop your professional career and we are now hiring for a Customer Service Technical Assistant (fluent in English & Japanese) to join our successful team in Tokyo, Japan.

Pearson VUE is a 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).

Your Opportunity

• Customer Service Technical Assistant (fluent in English & Japanese)
• Based in Tokyo, Japan
• Permanent & full-time working 40 hours per week
• Salary up to JPY 5.5 million, depending on your experience.

At Pearson VUE we have an exciting opportunity for you to join us as an important part of our Technical Support team, the front-line service for our Exam / Test Centre network. You will be responsible for providing 1st level technical (IT) and non-technical (general customer enquiry) support, ensuring our customers and clients are able to successfully operate their Pearson VUE Testing / Exams software and applications.

You will manage enquiries from our CRM Ticketing System, telephone calls, emails and instant chat messages. You will also support customer by using remote-access tools to understand their enquiry and troubleshoot / resolve technical issues. This role will be mainly providing support to our clients and you will occasionally also support internal colleagues.

Working hours will be 9 hours per day (including 1 hour unpaid lunch break) between the hours of 9am and 9pm. You will work 5 days per week from Monday to Sunday.

Your main responsibilities will include:

• Assist with Program Coordinators (client and customer service, project coordinating)
• Ensure excellent customer service and technical support for internal teams and external customers
• Serve as the first point of contact for customers seeking technical and non-technical support
• Deliver the best solution to meet your customer’s needs
• Walking the customer through the problem-solving process
• Escalation to other internal teams or 2nd level support team when necessary
• Record enquiries and their resolution in logs using the company’s incident tracking systems
• Work closely with internal colleagues to ensure process and procedures are followed, identifying suggestions to improve our processes.

Our Successful Candidate

Please specify on your application that you are able to speak both English and Japanese fluently. This is a career-changing opportunity therefore we are looking for a confident professional with excellent communication and customer service skills. It would be an advantage to have some IT experience supporting customers on remote-access technical enquiries.

Take your Career to a new level - we have many interesting and dynamic projects to look forward to in 2019 therefore now is the ideal time to join us for a highly rewarding and truly global career at Pearson VUE!

Our Recruitment Process

Please complete and submit your application before midnight on 14 August 2019 and please ensure that you apply directly on our Pearson Careers website only.

We are reviewing applications regularly and interviews are being scheduled now, therefore we encourage you to submit your application as soon as possible. Should you have any questions please connect on LinkedIn with Stephen Johnston, Talent Acquisition Specialist.

Wishing you success with your application!

Qualifications

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Primary Location: JP-JP-Tokyo

Work Locations: JP-Tokyo-1-1-1 Uchisaiwacho 18F The Imperial Hotel Tower 1-1-1 Uchisaiwaicho Tokyo 100-0011

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Flex Time

Job Posting: Jul 30, 2019

Job Unposting: Aug 14, 2019

Schedule: Full-time Regular

Req ID: 1909120

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.