Pearson Systems Support Tier 1 Technical Support Representative in Iowa City, Iowa

Systems Support Tier 1 Technical Support Representative


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.

The Systems Support Tier 1 Technical Support Representative is responsible for providing effective first level technical support to internal customers by using customer service principles and best practices, in-depth knowledge of relevant systems, and strong working relationships with members of the Systems Support team to effectively solve problems and support the organization.

Overall Functions and Responsibilities

  • Include shifts which may cover support hours from 7am to 9pm Monday through Friday and 9am to 5pm on Saturday and Sunday.

  • Responds to basic technical and/or product and service questions, methods and procedure issues, and general information inquiries.

  • May be required to work a rotating shift schedule.

  • Provide knowledgeable responses to inquiries in a courteous and professional manner.

  • Provide complete documentation of issues handled.

  • Responsible for meeting effective, timely, quality, and documented solutions to production issues.

  • Contribute to on-going department process development and improvements.

  • Looks for and finds ways to improve operations and systems.

  • Responsible for independent resolution to routine issues, and for notifying management of non-routine issues which need immediate attention and/or escalation.

  • Pinpoint strengths and weaknesses of various alternatives and select or recommend appropriate decisions/solutions.

  • Responds to basic technical and/or product and service questions, methods and procedure issues, and general information inquiries.

  • Contributes to the overall structure, content, and organization of the technical support knowledgebase.

  • Monitors the scoring environments by utilizing software applications and tools.

  • Performs problem resolution, troubleshooting, and diagnosis for calls and emails.

  • Perform system regression testing.

  • Perform other related duties as assigned.


Education, Skills and Knowledge

  • High School Diploma or equivalent required. A two-year technical degree or the equivalent in work experience preferred.

  • Call center or Help Desk experience is preferred

  • Knowledge of customer service principles and practices.

  • Effective listening skills.

  • Excellent oral and written communication skills.

  • Willingness to work as a member of a team to solve problems and accomplish goals.

  • PC proficiency.

  • Experience working with network protocols a plus.

  • Good analytical and problem-solving skills.

  • Multi-tasking capabilities.

  • Excellent attendance is required.


Primary Location: US-IA-Iowa City

Work Locations: US-IA-Iowa City-2510 North Dodge 2510 North Dodge Street Iowa City 52245

Job: Customer Service

Organization: Assessments School

Employee Status: Fixed Term

Job Type: Standard

Job Posting: Nov 30, 2016