Job Detail

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.

This position has tremendous growth potential!! Candidates that excel in learning our technology and programs while delivering a great customer experience to our users will be considered for additional positions within other Pearson Technology teams or may be considered for additional projects. Many of our previously successful candidates have moved onto larger roles within our technology organization: DevOps, Site Reliability Engineering, Monitoring Engineering, Security, Field Service Engineering, TPM roles, and more.

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.
• 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.

**Please note that this position would require hires_ to be fully vaccinated (must show proof of vaccination) or have obtained accommodation for Disability / Medical Reasons or Religious reasons. It is Pearson’s duty to provide and maintain a workplace that is free of known hazards. Based on guidance from the Centers for Disease Control and Prevention and local health authorities, we are adopting this COVID-19 vaccination policy. This is to safeguard the health of our employees and their families, our customers and visitors, and the community at large. This policy will follow all applicable local laws. This policy, or specific sections or provisions, may be changed by Pearson at its sole discretion if necessary or appropriate due to changes in laws, regulations, or medical guidance.

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

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 strong 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.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All 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.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL\_TIME

Req ID: 6920