Specialist, Customer Service (Technical Support)

Pearson Clinical Assessments is seeking a customer-focused Technical Support Tier II Champion to join its Clinical Technology Team. The role provides advanced technical support for clinical assessment platforms, investigates complex issues, performs root cause analysis, manages escalations, collaborates with cross-functional teams, and improves customer and internal support processes.

Responsibilities:

• 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
• 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
• Advanced trouble shooting
• Escalation management
• Root cause analysis
• Knowledge management
• Mentorship
• Leadership

Requirements:

• Candidates should demonstrate experience in several of the following areas:
• • User account administration
• • Authentication troubleshooting
• • Single Sign-On (SSO)
• • Multi-Factor Authentication (MFA)
• • User provisioning and permissions
• • Web-based applications
• • Mobile applications
• • User administration
• • Configuration troubleshooting
• • Software based tools
• • Root cause investigation
• • Log analysis
• • Defect identification
• • System behavior analysis
• • Cross-system troubleshooting
• • CRM and ticketing platforms
• • Knowledge management systems
• • Collaboration tools (Teams, SharePoint)
• • Documentation platforms (JIRA)
• • Learning to Learn
• • Adaptability
• • 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