Education, Skills and Knowledge * High School Diploma or equivalent required. College Degree preferred. * Must be able to speak English clearly and professionally. * Must have demonstrated excellent interpersonal skills and the ability to manage simultaneous tasks. * Proven ability to work as a member of a team is required. * Must have excellent oral and written skills. * Excellent attendance is required. * Experience working with a PC and a Windows environment is required. * Experience with Microsoft Office PowerPoint, Excel and Word. * Previous Pearson scoring experience preferred. * Previous call center experience preferred. Basic Purpose and Objectives Assist Scoring Support management in providing phone and email support for Scoring Leadership team members needing assistance. This includes resolving access issues, providing technical assistance, and issue escalation when needed. Organizational Relationships Reports to and direction received from: Scoring Support Manager (Primary) Scoring Support Leads (Secondary) Overall Functions and Responsibilities * This position will include shifts which cover center hours from 7am to 9pm CST Monday through Friday and between 9am and 5pm on Saturday and Sunday (only during peak scoring periods). * May be required to work a rotating shift schedule and weekends (only during peak scoring periods). * Provide knowledgeable responses to inquiries in a courteous and professional manner. * Contribute to on-going department process development and improvement. * Track, update, and organize team resources on a daily basis. * Assist with technical and access questions from Scoring Leadership staff calling into phone line for guidance. * Respond to Scoring Leadership inquiries sent to team email inbox when needed. * Perform other related duties as assigned. NOTE: Hours may vary or change, to alternative shift, depending upon needs of business. Working Conditions Remote working environment **Who we are:** At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson. 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:** Evaluation **Job Family:** LEARNING\_&\_CONTENT\_DELIVERY **Organization:** Assessment & Qualifications **Schedule:** FULL\_TIME **Workplace Type:** **Req ID:** 21859