Customer Service Technical Support Analyst

Customer Service Technical Support Analyst

Remote, USA

Permanent

Pearson is the world's largest learning company, committed to providing high-quality digital content and educational resources to learners of all ages and backgrounds. With a global presence in over 70 countries, we help millions of people achieve their highest potential through learning.

Role Overview:

We are seeking a Customer Service Technical Support Analyst to join our remote team. In this role, you will provide top-tier customer support, troubleshoot technical issues, and manage escalations, including executive-level cases. You will collaborate with cross-functional teams to resolve customer challenges and maintain our knowledge base. Strong communication, leadership, and time management skills are essential to succeed in this role.

Key Responsibilities:

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  Resolve technical issues and customer escalations, ensuring prompt and effective solutions.

  
  


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  Handle large-scale outages, assist front-line support, and maintain knowledge resources.

  
  


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  Collaborate with Sales, Field teams, and stakeholders to communicate trends and solutions.

  
  


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  Manage time effectively to meet deadlines and prioritize tasks.

  
  


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  Provide leadership and maintain professionalism across all levels of communication.

  
  

Hours & Shifts:

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  Two shift options: Monday - Friday, 8 AM - 5 PM EST or 11 AM - 8 PM EST.

  
  


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  Some weekend work required during peak periods (January-February, August-September).

  
  

Qualifications:

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  2+ years’ experience in resolving customer escalations.

  
  


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  Strong written and verbal communication skills.

  
  


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  Analytical thinking and problem-solving abilities.

  
  


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  Self-motivated with excellent organizational and time management skills.

  
  


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  Experience with Microsoft 365 Suite (required); Pearson Higher Education products or LMS experience (a plus).

  
  

Why Pearson?

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 California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:

The minimum full-time salary range is between $55,000 - $58,000 annually.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here: Home - Pearson Benefits.

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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 TalentExperienceGlobalTeam@grp.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

Workplace Type: Remote

Req ID: 17559

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