Customer Service Technical Support Analyst

Hires remotely
Full Time
Opening date
Closing date
6 Jan 2022

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a powerful sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

At Pearson, we are committed to a world that is always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it is one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us too always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large, and small.

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.

This is a remote/work from home position. The successful applicant will join a team that is primarily responsible for providing the highest level of customer support for technical issues; troubleshooting them to resolve customer and Sales and Field team cases. In addition, the team is responsible for handling Executive level escalations and complaints; assisting our front-line support team; managing large scale outages and helping maintain our knowledge base for internal staff and customers. Whether working on customer escalations, trending data, communicating information back to stakeholders, or assisting the wider team, this position requires leadership, strong time management, resourcefulness, and excellent communication skills. The position requires some weekend and evening support.

Current hours of operation 8AM-8PM EST (Eastern Standard Time), 7 days a week.

Shift Requirement: Monday – Friday 11am – 8pm EST (Eastern Standard Time). Weekends are covered on a rotating schedule.


  • 2-5 years of experience in efficiently resolving customer interactions
  • Demonstrated excellent written and verbal communication skills.
  • Ability to think creatively, adapt to circumstances, learn from co-workers, and share information and experiences.
  • Demonstrated excellent analytical skills, in conjunction with a structured, systematic approach to problem solving and ability to present results to all levels.
  • Proven excellent organizational and time management skills with the ability to meet multiple deadlines.
  • Ability to learn and actively seek new skills and keep pace with emerging technologies.
  • Self-motivated with the ability to manage several ongoing tasks and priorities with minimal supervision.
  • Ability to work collaboratively with cross-functional/cross-company teams.
  • Demonstrated leadership through personal responsibility, accountability, and teamwork.
  • Proficient at working as part of a virtual team.
  • Be flexible to schedule changes or additional coverage, particularly during peak periods. Some travel may be required.
  • Reliable attendance and punctuality are critical to successful performance in this role. If a Pearson applicant, current record must reflect this.
  • Ability to qualify for a corporate American Express card or possessing a personal credit card in place of a corporate card to pay for work travel is required.
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.
  • Ability to handle a high volume of work in a brief period, handle multiple priorities simultaneously and operate in a demanding work environment is important.
  • Strong Pearson Higher Education product and platform knowledge preferred.
  • 2-5 years’ experience working with Pearson Higher Education admin tools preferred.
  • 2-5 years’ experience working with Pearson Higher Education Product and Operations teams together with a strong understanding of the escalation process preferred.

The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $53,000-$55,000. This position is eligible to participate in an annual incentive program.

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