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Pearson Customer Service Support Rep, Temporary in Madison, Wisconsin

Customer Service Support Rep, Temporary - ( 2103977 )

Description

Pearson has one defining goal: to help people progress in their lives through learning. We champion innovation and we invest in models for education that deliver on our promise for effective, accessible, and personal learning from early literacy, college, and career readiness to professional education, through data-informed instruction and inventive applications for mobile and digital learning.

Pearson, the world's leading learning company, has global reach and market-leading businesses in education, business, and consumer publishing and is listed on the London and New York stock exchanges (UK: PSON; NYSE: PSO). For more information, visit www.pearson.com.

Pearson is an Equal Opportunity Employer M/F/V/D, and a member of E-Verify.

Position Summary:

Pearson is seeking motivated individuals to join the Clinical Support team/Level 2. The primary role of this position will be to provide support to customers via phone and

email. Additional duties may also include project work, advanced technical troubleshooting, research, and analysis. Flexible schedules are available between 7 AM and 7 PM at a rate of $20 hourly. We offer on-site job training that will supply you with all of the information required to be successful. Are you a motivated employee who catches on quickly? You might be exactly what we need.

Responsibilities

  • Provide phone, email, and chat support for customer-facing web and client-server applications. Adhere to established quality standards.

  • Interface with development, quality assurance, business units, and sales groups to troubleshoot issues and ensure complete and expedient resolution of issues.

  • Off phone duties include monitoring the ticket queue for open service requests and making required callbacks to assigned customer tickets.

  • Advanced troubleshooting projects will be available for qualified candidates.

  • Document and resolve cases in SalesForce ticketing system

  • Follow up with customers to provide resolution to the situation

  • Escalate cases as necessary for further assistance from Development

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.

Qualifications

  • Excellent troubleshooting, problem-solving, and communication skills are required.

  • Ability to deal tactfully and effectively with customers, and provide consistently great customer service.

  • Ability to work independently and demonstrate sound judgment within established policies and guidelines is required.

  • Previous experience supporting Windows operating systems required. Previous experience supporting Mac operating systems preferred.

  • Previous experience supporting mobile platforms such as iOS and Chrome OS preferred.

  • Familiarity in working with Microsoft Office. Excel in particular

  • Must be able to sit for long periods of time

  • High school graduate or equivalent

  • One-year of Customer Support experience required, preferably in a call center environment

  • Strong PC and key entry experience

  • Attention to detail

  • Must be able to work remotely

  • Must have a designated work area with limited noise and distraction

Please note that this is temporary employment. Locations are in *San Antonio (TX) and Iowa City (IA) preferred . This is a remote position with an opportunity to work in the office at a later date.

Primary Location : US-RE-Remote

Work Locations :

US-Remote

Remote

Job : Customer Service

Organization : Assessments Clinical

Employee Status : Fixed Term

Job Type : Standard

Job Level : Entry Level

Shift : Day Job

Travel : No

Job Posting : Apr 1, 2021

Job Unposting : Ongoing

Schedule: : Full-time Temporary

Req ID: 2103977

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