Customer Service Technical Support Analyst
Pearson Overview
Learning is one of the world’s most powerful forces for change. As the world’s largest learning company, Pearson has been contributing to a profound impact on our world since its formation in 1844. Pearson employs more than 20,000, operates in 70 countries, and delivers products and services in nearly 200 countries. Each one is furthering a common purpose: to help people achieve their highest potential through learning. Towards this goal, Pearson provides a diverse global community with high quality digital content, learning experiences, assessments, and qualifications to build skills and proactively impact our evolving world. Pearson works with globally recognized educational institutions, employers, and governments, deploying its expertise across a broad range of subject matter and age groups.
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Tens of millions of people rely on Pearson for learning throughout their lives. Pearson’s knowledge and experience help create the best content delivered in the most appropriate way for the best learner outcomes - whether digitally to help children read or online courses to upskill career-driven professionals. With advances in technology and changes in consumer habits, Pearson helps people reach their goals regardless of their location and preferred learning modality. From carefully designed online resources and rich content, to full course and curriculum support – Pearson’s products address the entirety of a person’s learning starting with formal education to the workplace and beyond.
While formal education comprises 75 percent of the learning market, projections indicate over one billion more learners will progress through formal education by 2030 owing to a growing global middle class, longer careers and increasing consumer demand for lifelong and non-academic learning, particularly for reskilling and upskilling. To meet the needs of today’s learners, Pearson is split into five business divisions; each with its own focus and expertise, all supported by the Direct-to-Consumer group.
Diversity, Equity & Inclusion
At Pearson, we’re committed to a world that is 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 too always be better.
We believe that wherever learning flourishes so do people. We value diversity, equity, and inclusion. We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.
Through our talent, we believe that diversity and inclusion make us a more innovative and vibrant place to work. People are at the centre, 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 visit https://www.pearson.com/careers/diversity-and-inclusion.html
About this role / What you will be doing
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 role is in a virtual team and is a remote/work-from-home position.
Current hours of operation M-F 8 AM-8 PM EST (Eastern Standard Time), Sa-Su 8 AM-5 PM
Shift Requirement: Monday - Friday 11 AM - 8 PM EST (Eastern Standard Time). Some weekend work is required, and this is covered on a rotating schedule.
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:
The minimum full-time salary range starts at $53,800.
This position is eligible to participate in an annual incentive program, and information on benefits offered is here.
Your Background / What we are looking for
- 2+ years of experience in efficiently resolving customer escalations
- Excellent written and verbal communication skills
- Curiosity, creative thinking, analytical skills, and the ability to explore alternative solutions to problems are important skills in this role
- The ability to communicate and present results clearly to all levels is required
- Excellent organizational and time management skills with the ability to meet multiple deadlines
- Ability to learn and actively seek new skills, keeping 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
- Flexibility to schedule changes or additional coverage, particularly during peak periods. Some occasional travel may be required
- Reliable attendance and punctuality are critical to successful performance in this role
- 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 essential functions.
- This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.
- Experience working with Pearson Higher Education products and tools would be a bonus
What to expect from Pearson
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and also 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 building a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are 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. We strive for a workforce that reflects the diversity of our communities.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.
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 ppsmhr@pearson.com.
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
Job: CUSTOMER SERVICE
Organization: Higher Education
Schedule: FULL\_TIME
Req ID: 12445
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