Pearson Customer Service Technical Support Analyst (Tier 3) in Centennial, Colorado

Customer Service Technical Support Analyst (Tier 3)


At Pearson, we’re committed to a world that’s 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’s 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 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.

Remote position located in the US

The successful applicant is responsible for providing the highest level of support within the team, resolving customer, sales/field and Executive escalations as well as complaints, while using strong communication skills to keep all parties updated and informed at all times.

He/She will be required to analyze data from numerous sources, e.g. products, Support agents, CSAT and QA, creating solid action plans for improvement, and seeing those through to resolution.

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, excellent communication skills and a passion for helping out customers.

Primary Responsibilities:

  • Manage escalations from Pearson Executives, providing full and regular updates while the issue in being investigated, and detailed explanations once the incident is resolved

  • Provide dedicated support for Sales/field team

  • Handle the team's escalation queues, ensuring all incidents are resolved in a timely manner or escalated to the appropriate group to resolve.

  • Provide assistance and support to Tier 2 agents with escalations, highlighting trends and creating corresponding knowledge base articles

  • Represent Pearson in communications with customers via telephone written correspondence or electronic service to assist with resolving technical issues involving Pearson products and technologies

  • Effectively take control and manage challenging customer situations to ensure a positive customer experience

  • Partner with the Customer Satisfaction team to review customer comments for trend analysis, closing the loop with customers who report their issue is still unresolved

  • Work closely with the Quality Assurance team and assist with reviewing Vendor Partners customer interactions in order to shape refresher training sessions. Provide QA with trend analysis and details of incidents which need addressing

  • Manage Accessibility/Disability incidents, working with the business to define Support’s scope of work, processes and best practice

  • Work closely with the training team and serve as SMEs to provide input and review training courses and participate in refresher training sessions

  • Oversee the weekly aging report, following up on incidents which appear idle. Providing regular updates to the customer as you work towards resolution

  • Maintain a strong working knowledge of our products and new releases, working closely with the Product teams/Product Quality to highlight trends and Support feedback to further improve customer experience. Acquire and coordinate resources from other groups, as needed, to resolve customer issues

  • Monitor internal channels and respond to questions from Vendor Partner agents

  • Assist with special projects as they are assigned


  • 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 is 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 short period of time, 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

Primary Location: US-RE-Remote

Other Locations US-CO-Centennial

Work Locations: US-Remote Remote

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 21, 2016