Pearson Customer Service Technical Support Administrator in Melbourne, Australia

Customer Service Technical Support Administrator


Pearson Australia is seeking two Customer Service Technical Support Administrators to join our growing team of Customer Support Consultants.

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. We want more than people who can simply do their jobs. You must love and be passionate about what you do, so that you perform as well as you can. You will be customer focused, clear and transparent, collaborative, can-do and courageous.

Based in the stunning, heritage-listed offices in Melbourne’s Docklands, you will be the first point of contact and support for our Education customers who have purchased Schools or Higher Education digital products. You will be recognised as a subject matter expert on digital products and the processes and systems used to support them.

To be successful in this role, you will have demonstrated experience in customer service and support roles.


  • Be part of an organisation that is passionate about solutions, not just products

  • Work in an environment where ideas are shared, and success is celebrated

  • Be part of a team that is not afraid of a challenge, and learns from mistakes

  • Share our values – bravery, imaginative, accountable and decent


  • Solid experience providing customer service and technical support for Digital products

  • Experience providing Tier 2 technical support to customers over the phone, via live chat and email.

  • Experience working with a Ticketing System (Salesforce, Service Now) and managing tickets to defined SLAs

  • Proactively recommend and implement changes to processes to ensure continuous improvement to the customer experience for digital products

  • Working knowledge of all Microsoft and Google suites

  • Excellent written and verbal communication skills

Please apply by submitting a CV and cover letter and please note that only short-listed candidates will be contacted via phone.

Primary Location: AU-VIC-Melbourne

Job: Customer Service

Organization: Core

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 14, 2016