Specialist, customer service (technical support)

Pearson Clinical Assessments is seeking a highly skilled customer-focused Technical Support Tier II Champion to join our Clinical Technology Team.

In this role, you will serve as a technical resource responsible for resolving 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.

You will investigate issues that cannot be resolved through standard troubleshooting, identify root causes across multiple systems, collaborate with Product, Development, Infrastructure, and Identity Management teams, and guide customers through resolution of high-impact technical challenges.

The ideal candidate combines technical expertise, analytical problem-solving, exceptional customer communication skills, and a passion for improving both customer experience and internal processes. Job tasks will include but not be limited to: advanced trouble shooting, escalation management, root cause analysis, knowledge management, mentorship, leadership.

Candidates should demonstrate experience in several of the following areas:

Identity & Access Management

• User account administration
• Authentication troubleshooting
• Single Sign-On (SSO)
• Multi-Factor Authentication (MFA)
• User provisioning and permissions

Software/Application Support

• Web-based applications
• Mobile applications
• User administration
• Configuration troubleshooting
• Software based tools

Technical Analysis

• Root cause investigation
• Log analysis
• Defect identification
• System behavior analysis
• Cross-system troubleshooting

Support Tools

• CRM and ticketing platforms
• Knowledge management systems
• Collaboration tools (Teams, SharePoint)
• Documentation platforms (JIRA)

Intermediate Proficiency Required

• Learning to Learn
• Adaptability
• Artificial Intelligence Utilization

Core Professional Skills

• Communication Skills
• Analytical Thinking
• Influencing Skills
• Business Acumen
• Business Relationship Management
• Strategic Thinking
• Problem Solving

Success Profile

The successful candidate will consistently demonstrate:

Customer Excellence

• Deep empathy for customers experiencing technical challenges
• Strong active listening skills
• Ability to explain technical concepts to non-technical audiences
• Commitment to exceptional customer outcomes

Problem Solving

• Curiosity and investigative thinking
• Determination to uncover root causes
• Ability to work through ambiguity
• Creative troubleshooting approaches

Resilience

• Ability to manage multiple complex cases simultaneously
• Comfort working in fast-paced environments
• Ability to remain calm under pressure
• Commitment to timely resolution of customer issues

Leadership

• Willingness to mentor peers
• Knowledge-sharing mindset
• Collaborative approach to solving problems
• Strong ownership mentality

Key Performance Indicators (KPIs)

Success in this role will be measured through:

• First Contact Resolution on advanced technical cases
• Escalation ownership and resolution effectiveness
• Customer Satisfaction (CSAT)
• Customer Effort Score (CES)
• Quality and accuracy of technical documentation
• Knowledge base contributions
• Reduction in repeat contacts
• Process improvement recommendations implemented
• Technical mentoring contributions
• Service Level Agreement (SLA) compliance

Compensation at Pearson is influenced by factors including skill set, experience, and location.

The hourly rate for this role is $21.87 – $40.62.

This position is not bonus eligible. Information on benefits can be found here https://pearsonbenefitsus.com/.

Applications will be accepted through September 30, 2026. This window may be extended depending on business needs.