Specialist, Customer Service (Technical Support)

Pearson•United States,

5h•$22 - $41

About The Position

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.

Requirements

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 in Learning to Learn
Intermediate Proficiency in Adaptability
Intermediate Proficiency in Artificial Intelligence Utilization
Communication Skills
Analytical Thinking
Influencing Skills
Business Acumen
Business Relationship Management
Strategic Thinking
Problem Solving
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
Curiosity and investigative thinking
Determination to uncover root causes
Ability to work through ambiguity
Creative troubleshooting approaches
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
Willingness to mentor peers
Knowledge-sharing mindset
Collaborative approach to solving problems
Strong ownership mentality

Responsibilities

Advanced troubleshooting
Escalation management
Root cause analysis
Knowledge management
Mentorship
Leadership
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