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Customer Service: Second Line Support.

Contract Type
Education, Media & Communications
Manchester, GBR
Expiry Date
Customer Service: Second Line Support. Description Purpose: The purpose of an Onscreen Testing Specialist is to provide support both internal and external customers in all aspects of the delivery of our onscreen tests. Ke...

Job Description

Customer Service: Second Line Support.



The purpose of an Onscreen Testing Specialist is to provide support both internal and external customers in all aspects of the delivery of our onscreen tests.

Key Accountabilities:

Second Line Technical Support – Receiving escalations from first line support (Account Specialists) to support customers that experience technical errors/problems with the software installation process or when delivering tests to their learners. This requires troubleshooting various IT issues whilst maintaining our high level of customer service.

System Enhancement and User Acceptance Testing – Supporting your manager in identifying potential improvements in the system, proposing these through the IT change request processes and completing UAT of any enhancements.

User Guidance – Assist in the production of high quality user manuals and tutorial videos to allow customers to self-serve when using the onscreen testing software.

Customer Training – assist in the preparation of high quality training materials and the delivery of training events (online and face-to-face) to customers.

Internal Training – As an expert team in the use of onscreen testing software, to deliver high quality training to colleagues from across the business.

Key Challenges:

The Pearson Onscreen Platform is a product that is used by our customers to assess their learners who are sitting onscreen tests. Due to the nature of the tests there is a high level of risk attached to the technical delivery of the test software and this team are responsible for mitigating this risk for the business as well as acting as a bridge between customers and the developers. The qualifications are externally regulated and extremely high profile within the business.

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.

We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.

The information you provide will stay confidential, and be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.


Core Competencies:

  1. Providing a customer focused service
  2. Communicating with influence
  3. Working with others to achieve goals
  4. Delivering goals in a changing environment
  5. Taking a creative and innovative approach to work
  6. Maximising potential in self and others

Other Requirements

Evidenced understanding of the key accountabilities and core competencies.

Additional Competencies


  • Excellent written and verbal communication skills
  • Customer focused


  • Have the ability to deliver training to internal and external customers
  • Have the ability to produce high quality user guides

Education, Qualifications & Training


  • Educated to GCE A level or equivalent


  • An up to date Microsoft and/or IT-related qualification

Previous Experience


  • Experience of working within a customer service environment
  • Experience of working in an IT Support role.


  • Experience in LAN and WAN management
  • Experience in delivering training to both internal and external customers.

IT Literacy


  • MS based operating systems and servers up to and including Windows 10.
  • Standard MS Office-based packages
  • Basic knowledge of computer networking and communications


  • Ability to troubleshoot IT issues
  • CRM
  • Knowledgebase
  • Social Media and implications for business

Personal Style and Behaviour

In Customer Services, we always seek to demonstrate the Pearson values:

  • Brave. Takes bold and decisive action to deliver ambitious outcomes, and champions a culture of high performance.
  • Imaginative. Looks beyond their immediate job both inside and outside of Pearson and introduces new ways of seeing, thinking and working.
  • Decent. Listens, encourages and respects difference; treats all people fairly, with honesty and transparency.
  • Accountable. Drives results by owning the solution, getting the right people involved and delivering on promises.

Primary Location: GB-GB-Manchester

Work Locations: GB-Manchester-The Lighthouse The Lighthouse 14 The Quays Salford Quays Manchester M50 3BF

Job: Customer Service

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Dec 27, 2019

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1908680

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.