- 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.
Highest-signal resume keywords
- User Account Administration
- Authentication Troubleshooting
- Root Cause Analysis
- CRM and Ticketing Platforms
- Knowledge Management Systems
ATS Optimization Keywords
Hard Skills
- Single Sign-On (SSO)
- Multi-Factor Authentication (MFA)
- User Provisioning
- Configuration Troubleshooting
- Log Analysis
- Defect Identification
- System Behavior Analysis
- Cross-System Troubleshooting
- Technical Documentation
- Process Improvement
Soft Skills
- Analytical Thinking
- Communication
- Problem-Solving
- Influencing
- Adaptability
Industry Keywords
- Clinical Assessment Platforms
- Customer Satisfaction
- SLA Compliance
- Escalation Management
- Technical Leadership
Tools & Technologies
- Q-global
- Q-interactive
- Assess
- Identity Enabled Services (IES)
- Collaboration Tools
- Teams
- SharePoint
- Documentation Platforms
- JIRA
- Knowledge Management
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Customer Service Specialist, Technical Support Arbeitgeber: Jobtailor
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