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Associate, Technology Support
Pearson VUECore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong problem-solving skills and exceptional customer service abilities while effectively managing technical support issues in a fast-paced environment. Proficient in remote troubleshooting and maintaining knowledge of networking and application functionalities.
Highest-signal resume keywords
Technical Contact Center ExperienceRemote TroubleshootingApplication Service Provider (ASP) ModelWindows 7 and Windows 10CompTIA A+ Certification
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Troubleshoot and resolve software, hardware, printer, broadband network, LMS, Internet, and application issues
- Log all calls in the call tracking system with detailed, accurate entries
- Escalate calls according to guidelines
- Remotely access callers’ computers when necessary using department processes
- Define and recap user problems while providing detailed solutions
- Proactively follow up with callers to verify issue resolution
- Maintain current knowledge of home networking, high-speed Internet, and business product functionality
- Liaise between users and developers regarding web-based application problems
- Assist with collecting data on user requirements for future system development or training
- Keep current with new system features
- Work with the manager to improve team efficiency and quality
- Handle inbound calls and off-phone support requests
- Facilitate onboarding by answering post-enrollment questions and encouraging engagement with learning and teaching tools
- Identify families needing additional enrollment support and transfer them to enrollment counselors
- Provide administrative support for end-of-year school returns
- Triage calls and transfer them to appropriate staff
- Place outbound calls for marketing, enrollment, and other departments
- Act as a subject matter expert and peer mentor
- Perform other duties as assigned
Requirements
What you’ll need- Exceptional phone manners and customer service skills
- Outstanding written and verbal communications skills
- Exceptional interpersonal skills and proven positive attitude
- Highly detailed oriented
- Proven problem-solving methodology
- Outstanding resourcefulness and creativity in providing timely service to callers
- Demonstrated ability to learn and apply large amounts of detailed information rapidly
- Proven ability to multitask in a fast-paced environment
- Excellent organizational and time management skills, including the ability to work within a highly structured schedule with strict policies around time off and attendance
- Demonstrated ability to manage stressful situations in a calm, courteous and efficient manner
- Prior technical contact center / Help Desk experience required
- Strong working knowledge of the Application Service Provider (ASP) model, Windows 7 and Windows 10, Office 2010 and later, including Word, Excel, PowerPoint, Chrome, Firefox, Edge, and Safari, and the Google Office Suite
- Strong remote troubleshooting and working knowledge of ISP’s, high speed connections (DSL/Cable-Modem) and TCP/IP
- Strong remote troubleshooting and working knowledge of home networking/devices and wireless devices
- Ability to make quick and clear decisions in accordance with company policy
- Demonstrated ability to organize, prioritize and multitask while managing users’ expectations
- College degree preferred
- CompTIA A+ and CompTIA Net+ a plus
- Mac and/or Chromebook experience a plus
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Remote TroubleshootingProblem-Solving MethodologyHigh-Speed Internet KnowledgeHome Networking KnowledgeTCP/IP KnowledgeApplication Service Provider (ASP) ModelWindows 7Windows 10Office 2010Google Office Suite
Soft Skills
Exceptional Phone MannersOutstanding Written CommunicationInterpersonal SkillsDetail-OrientedOrganizational Skills
Tools & Technologies
Call Tracking SystemChromeFirefoxEdgeSafari
Certifications & Qualifications
CompTIA A+CompTIA Net+
Industry Keywords
Help DeskTechnical SupportCustomer ServiceEnrollment SupportOnboarding