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Customer Service Technical Support Administrator

Remote from
Job function
Technical Support
Job type
Full Time,
Job posted
Apply before
25 Dec 2023
Industry
Education Management
About company

About Pearson

We add life to a lifetime of learning.

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to 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 seeking highly motivated individuals with a sound technical background to join our Tier 2 Technical Services team. We will be providing escalated levels of technical support over the phone and email for an upcoming nationwide assessment.

We take continuous learning to heart. We’re in a rapidly evolving space and every day brings innovative ideas and opportunities. We value positive energy, clear communication, and are committed to building an inclusive environment for people from every background. We look forward to hearing from you.

Responsibilities

  • Actively collaborate with colleagues and other internal teams to provide the best possible customer experience. Adhere to established quality standards.
  • Troubleshoot or escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved.
  • Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end-users for technical support — both inbound and outbound proactive support.
  • Work independently, handle multiple priorities, and demonstrate sound judgment within established policies and guidelines.
  • Provide engaging, informative, well-organized evidential feedback where required.

Qualifications

  • Excellent troubleshooting, problem-solving, written, and oral communication skills are required.
  • Ability to deal tactfully and effectively with customers in a fast-paced environment and provide consistently great customer service.
  • Ability to work independently and demonstrate sound judgment within established policies and guidelines is required.
  • Previous experience supporting Windows operating systems required.
  • The ability to work from home in a quiet space free from distractions and interruptions is required.
  • Reliable internet and home network are requirements to fulfill the phone support requirements of this position.

As required by the Colorado Equal Pay Transparency Act, Pearson provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $21- $25 per hour.

Apply now >

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FAQ

What position is Pearson hiring for?

Pearson is hiring a remote Customer Service Technical Support Administrator from

What type of employment does Pearson offer?

This is a Full Time role.