Pearson Key Account Technical Support Analyst in Remote, Reunion

Key Account Technical Support Analyst


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.

SUMMARY - The Premier Support Analyst is part of the Tier 3 Higher Education Technical Support team within North America Customer Service and Support. The successful applicant is responsible for providing exceptional white glove support to a group of top tier customer accounts, from on-boarding onwards. In addition to working closely with the customer, they will need to build strong relationships with Sales/Field teams, Product, Operations and Engineering teams.

The Premier Support Analyst must be confident and passionate about engaging in multiple priorities and be a true customer advocate, continuously looking for ways to improve their product and support experience. Having excellent presentation, troubleshooting, trend analysis and interpersonal skills will significantly contribute to success in this role.

He/she will be required to analyze data from numerous sources, creating solid action plans for improvement, and seeing those through to resolution.


  • Manage a group of top tier customer accounts, ensuring they receive exceptional support and regular, consistent communication and updates

  • Establish a deep understanding of the customer profile (products, platforms, set up, etc), key schedules, term dates, testing dates, etc, ensuring the account contacts are kept informed of system events, planned downtimes that may impact their school

  • Regular review of Support cases for the school and look for areas of improvement both within Pearson (Support handling and Product development) or with the customer, through trend analysis

  • Delivers clear, professional and significant messages to colleagues and customers. Responds to all requests in a timely manner

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

  • Manage quarterly reviews of each top tier account with Sales/Field and Support leadership team, providing clear, concise account analysis and recommendations

  • Lead regular calls with each top tier account to review the partnership, review support trends for the previous period and expectations

  • 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

  • Establish productive, professional relationship with clients and provide high standard of support

  • Works closely with other Support teams to share knowledge and information on issues and trends

  • Continuous monitoring of aging cases, proactively chasing down unresolved issues



Formal education or equivalent experience (note: this is the minimum requirement. Equivalent experience in lieu of a formal degree should be listed.)


  • 2-5 years of related experience, Pearson preferred

  • Exhibits ability to communicate in a compelling and clear manner and develop strong long term relationships with customers, internal partners and senior leaders

  • Resourceful problem-solver with the skills to leverage company resources to do what is right for the customer

  • Demonstrates effective cross-company collaboration skills

  • Ability to think broadly and explore all options to get the best result for the customer

  • 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, root cause analysis and ability to present results to all levels

  • Ability to prepare and present impactful presentations using the results of trend analysis

  • 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

  • Demonstrated leadership through personal responsibility, accountability and teamwork

  • Educated to degree level or equivalent preferred

Other Requirements

  • Proficient at working as part of a virtual team

  • Be flexible to schedule changes or additional coverage, particularly during peak periods.

  • Some travel will be required.

  • Reliable attendance and punctuality is critical to successful performance in this role. Applicants' current record must reflect this.

  • Strong Pearson product knowledge preferred

  • 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.

Primary Location: US-RE-Remote

Work Locations: US-Remote Remote

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 23, 2016