Onscreen Testing Specialist
At Pearson, we're committed to a world that's always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it's one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology - and each other to surpass these boundaries - we create seeds of learning that become the catalyst for the world's innovations, personal and global, large and small.
Purpose:
The purpose of the role is to provide support to customers in all aspects of onscreen testing.
Key Accountabilities:
Second Line Technical Support- Receiving escalations from first line support (Account Specialists) to support centres that experience technical errors/problems with the software installation process or when running the installed software.This will require the applicant to be able to troubleshoot various IT issues that prevent centres from successfully running the onscreen test.Training will be provided. The team will remotely access customers' PCs.
System Enhancement and User Acceptance Testing- To support the Onscreen Testing Support Team Leader in identifying potential improvements in the system, proposing these through the IT change request processes and completing UAT of any enhancements.
User Guidance- Assist in the production of high quality user manuals and tutorial videos to allow customers to self-serve when using the onscreen testing software.
Customer Training- assist in the preparation of high quality training materials and the delivery of training events (online and face-to-face) to customers.
Customer Services Training- As an expert team in the use of onscreen testing software, to deliver high quality training to the first line teams in Account Services.
Key Challenges:
The Pearson Onscreen Platform is a product that is required by centres to assess their learners who are sitting on screen tests. Many candidates are expected to undertake the qualifications and the team will be focused on supporting this activity. Due to the nature of the tests there is a high level of risk attached to the technical delivery of the test software and this team are responsible for mitigating this risk for the business as well as acting as a bridge between customers and the developers. The qualifications are externally regulated and extremely high profile within the business.
Qualifications
Previous Experience
Essential:
- Experience of working within a customer service environment
- Experience of working in an IT Support role.
Desirable:
- Experience in LAN and WAN management
- Experience in delivering training to both internal and external customers.
IT Literacy
Essential:
- MS based operating systems and servers up to and including Windows 10.
- Standard MS Office-based packages
- Basic knowledge of computer networking and communications
Desirable:
- Ability to troubleshoot IT issues
- CRM
- Knowledge bases
- Social Media and implications for business
Education, Qualifications & Training
Essential:
- Educated to GCE A level or equivalent
Desirable:
- An up to date Microsoft and/or IT-related qualification
Competencies
Core Competencies:
- Providing a customer focused service
- Communicating with influence
- Working with others to achieve goals
- Delivering goals in a changing environment
- Taking a creative and innovative approach to work
- Maximising potential in self and others
Additional Competencies
Essential:
- Excellent written and verbal communication skills
- Customer focused
Desirable:
- Have the ability to deliver training to internal and external customers
- Have the ability to produce high quality user guides
Other Requirements
Evidenced understanding of the key accountabilities and core competencies.
Personal Style and Behaviour
In Customer Services, we always seek to demonstrate the Pearson values:
- Brave.Takes bold and decisive action to deliver ambitious outcomes, and champions a culture of high performance.
- Imaginative.Looks beyond their immediate job both inside and outside of Pearson and introduces new ways of seeing, thinking and working.
- Decent.Listens, encourages and respects difference; treats all people fairly, with honesty and transparency.
- Accountable .Drives results by owning the solution, getting the right people involved and delivering on promises.