Customer Service Technical Support Assistant

Pearson-posted 3 months ago
Full-time
American Fork, UT
5,001-10,000 employees
Publishing Industries
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Certiport is the leader in computer-based testing for academic testing programs around the world. Certiport provides a full suite of services from Learning courseware, practice tests to exam delivery through a secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year. The Technical Support Specialist is responsible for providing first level technical support to Certiport's test centers. The Technician also acts as first level support for our development team and as a resource for other internal support needs.

  • Responds to incoming technical support requests within 90 seconds
  • Provides assistance and input to Certiport's Knowledge Base (KB) to improve customer satisfaction and response times
  • Uses telephone as well as email and web support solutions to provide support
  • Records each support call and related support ticket issue in Certiport's technical support system
  • Recommends and provides remedial actions to correct problems
  • Coordinates activities with help desk, network services, or other information systems groups
  • Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication
  • Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems
  • Assists customers with the correct installation, management and maintenance and proper use of Certiport's Compass, EFH and Compass Cloud engines
  • Attends scheduled training as required to maintain skills
  • Any other duties as assigned by the Technical Support Manager
  • Bachelor's degree (B. A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
  • Ability to write reports, business correspondence, and procedure manuals
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
  • Thorough knowledge of the Microsoft Windows, Mac OS and Chromebooks environments
  • Proficient in Microsoft office, Adobe CC and Autodesk products
  • Understanding of technical support reporting tools, database solutions and how to use internet-based support tools
  • Previous experience as a Technical Support specialist and the use of both telephonic and web-based support solutions
  • Industry related certifications such as A+, Microsoft MCSE, MTA, MOS, or MCSA and IC3, ACA or CompTIA Strata certificates
  • This position is benefits eligible
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