Advanced Associate, Customer Service

Pearson Professional Assessments supports global testing programs that help people advance their education, careers, and professional goals. The Advanced Associate, Customer Service supports client program operations, resolves client and candidate issues, manages service requests, and improves operational processes.

Responsibilities:

• Partner with Program Managers to support daily client program operations
• Complete client maintenance, configuration updates, and requested program changes
• Support launches, enhancements, special projects, deadlines, and deliverables
• Manage Client Services work requests, Service Direct cases, assignments, due dates, and status updates
• Work with stakeholders to gather missing information, remove blockers, and keep requests moving
• Provide test event support few times in a year, max 5 weekends where working additional hours is needed
• Maintain procedures, knowledge resources, and operational documentation
• Provide application and process guidance to Program Managers and internal teams
• Identify and support improvements that increase efficiency, quality, and consistency

Requirements:

• Bachelor's degree or equivalent combination of education and experience
• 2+ years of experience in client support, customer success, or operations
• Strong organizational and time management skills
• Excellent written and verbal communication skills
• Proven ability to manage multiple priorities in a fast-paced environment
• Strong analytical and problem-solving skills, with the ability to make sound decisions
• Experience working with business systems, databases, or reporting tools
• Ability to work independently while collaborating across teams
• Experience supporting clients or technology-based services
• Experience with CRM, ticketing, workflow, or project management tools
• Familiarity with operational reporting and data analysis
• Knowledge of Pearson VUE testing services, IntelliVUE, Service Direct, or related platforms