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Pearson C2-Senior Customer Service Technical Support Analyst in Columbus, Ohio

C2-Senior Customer Service Technical Support Analyst

Description

GENERAL DESCRIPTION

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.

ROLE SPECIFICS

The Integration Specialist is a key member of the North America Services Organization, reporting to the Manager - Technical Project Management. While aligned to a sales territory, the Integration Specialist will work closely with the North America Customer Success team, DIS Technical Project Managers, and directly with customers. The role will ensure successful set-up and success of Pearson’s integration solutions. Responsibilities will include:

  • Train LMS Administrators on the Integrated Solutions they are receiving and ensure course copies are completed for faculty onboarding.

  • Provide expertise and resources to colleagues and clients on advanced Integration set-ups.

  • Alert the course-level Customer Success Representatives when customized solutions are in place, initiating training with faculty for course start-up and personalization.

  • Engage with LMS Administrators beyond term start to ensure they are maximizing their Integrated solutions.

  • Manage product migrations to new integration types, ensuring administrators and instructors have clarity in their expectations.

  • Act as a Subject Matter Expert for Pearson’s Integration solutions for the Customer Success team.

  • Set and communicate success metrics for course set-up at assigned accounts.

  • Attend Successful Implementation Review Team (SIRT) meetings and work closely with the Customer Success Representatives to understand the level of an account’s success with regards to their integration methods.

  • Role may include an average of 20% travel to engage with customers in an effort to ensure successful launch and maintenance of our integration. This may include meetings, training, or other customer needs.

  • The position is located on site in Boston, Denver, or Columbus.

Qualifications


REQUIRED KNOWLEDGE AND EXPERIENCE

  • Bachelor’s degree

  • Customer-facing, account management or technical support experience.

  • Experience implementing Higher Ed Technology or Learning Management Systems at a software company or within the Higher Ed space

SKILLS/KNOWLEDGE/ABILITIES

  • Process management: ability to coordinate and direct peers and customers through complex processes and systems

  • Ability to understand and plan for the needs of an account and its end-to-end experiences

  • Ability to learn and comply with complex processes and be responsible for delivering on tasks, on time and to high quality, within a project plan

  • Interest in education and educational technology: experience in the development of traditional and technology-based intellectual property

  • Experience delivering complex technical solutions at the Enterprise, Coordinated, and Individual levels.

  • Technical proficiency: working knowledge of Blackboard, Canvas, Brightspace, and Moodle Learning Management Systems, middleware, and the challenges of integrating technologies. Has a strong working knowledge of Microsoft Office and Google applications

  • Experience creating a successful training plan for internal stakeholders on complex solutions

  • Problem solving skills: ability to analyze and evaluate problems and successfully implement solutions

  • Presentation skills: delivers expert insights confidently via phone and in-person when presenting technology to internal and external stakeholders

-Experience working with accounts in the Private Sector/Career College industry a plus.

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-MA-Boston

Other Locations US-CO-Centennial, US-OH-Columbus

Work Locations: US-MA-Boston-501 Boylston 501 Boylston St Boston 02116

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jan 6, 2020

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 2000066

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

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