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edtech.com
Pearson logo

Pearson

Customer Service Operations Support Administrator

🇮🇳 Hybrid - Noida, Uttar Pradesh

🕑 Full-Time

💰 TBD

💻 Customer Support

🗓️ December 29th, 2025

Edtech.com's Summary

Pearson is hiring a Customer Service Operations Support Administrator. The role involves handling Level 2 escalation calls, acting as a service-related problem escalation point, inputting customer data, assisting in training call center agents, maintaining SLAs, resolving queries in the case management system, and collaborating with various internal teams to enhance the candidate exam experience.

Highlights
  • Handle Level 2 escalation calls and act as escalation point for service problems
  • Input accurate customer information into the database
  • Assist in training and monitoring call center agents to ensure service quality
  • Maintain SLA for multiple lines of business (LOBs)
  • Manage incidents, reports, projects, and resolve customer and client queries
  • Required Bachelor’s degree and 1-3 years experience in a related role
  • Experience in Level 2 support and providing application support
  • High customer service skills and excellent oral and written communication
  • Familiarity with MS Office and ability to work in a 24x7 corporate shift environment
  • Work collaboratively with internal stakeholders and suggest process improvements

Customer Service Operations Support Administrator Full Description

Pearson VUE (pearsonvue.com) has been a pioneer in the computer-based testing industry for decades, delivering more than 15 million certification and licensure exams annually in every industry from academia and admissions to IT and healthcare. We are the global leader in developing and delivering high-stakes exams via the world's most comprehensive network of nearly 20,000 test centers in 180 countries. Our leadership in the assessment industry is a result of our collaborative partnerships with a broad range of clients, from leading technology firms to government and regulatory agencies. Pearson VUE is regularly featured on the Forbes list of Best Employers and we are recognized in the Best Employers. We are proud to offer an exceptional environment to develop your professional career and we are now hiring for a Customer Service Operations Support Administrator to join our successful team in Noida, India.

At Pearson VUE we offer truly global career opportunities and we have ambitious plans for the future! We are proud to offer our people many exciting career development opportunities, incentives, rewards, and a competitive benefits package. When you join us as Customer Service Operations Support Administrator, you can look forward to working with many talented, motivated colleagues who all share our passion for helping customers throughout their learning and assessment journey.

This is a truly exciting vacancy as you'll be responsible for taking on many different types of interest from internal stakeholders relating to customers' experience as a candidate taking one of our assessments/exams. Customer enquiries can come through our Customer Service team, through telephone calls and emails, and your role is to understand the enquiry, ask questions and collaborate with our varied departments to investigate what happened. You will use your Customer Relations skills to take ownership of the enquiry so that we can deliver a positive outcome and take care of each and every valued customer. This is a fantastic opportunity for you to gain experience working with our diverse internal professional teams and corporate functions and you'll have the opportunity to share feedback, suggesting ways we can improve to avoid any customer issues from happening again. You may even have the chance to work with some of our clients and help with some of our exciting projects!

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

Primary Responsibilities
  • Level 2 Escalation calls
  • Act as an escalation point for service-related problems
  • Input accurate customer information into the database
  • Assist in training and monitoring call center agents to ensure quality of service
  • Maintaining the SLA for different LOBs
. Follow through with incidents, reports, and projects
. Resolve customer and client queries in the Pearson VUE case management system

Qualifications/Education and Experience:
  • Required Education- Bachelor's degree
  • 1-3 years of experience in a similar/related position
. Excellent oral and written communication skills
  • High levels of customer service skills
  • Previously operated in a Level 2 support role
  • Familiar and comfortable working in a busy corporate environment/shifts (24*7)
  • Experience in providing application
  • Familiar with MS Office

Desired Candidate Profile:
  • Excellent oral and written communication skills
  • Great attention to detail
  • Problem-solving skills
  • Strong organizing and time management skills

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing  TalentExperienceGlobalTeam@grp.pearson.com.

Job: Customer Success
Job Family: GO_TO_MARKET

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