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Pearson Tier 1 - Helpdesk Support Specialist in North York, Ontario

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.

Pearson is passionate about enabling the learners of the world to achieve their educational goals by providing them with an exceptional online learning experience. We pride ourselves in providing the institutions we serve with personalized support resulting in successful program development and high retention rates.

We Value Diversity and Inclusion

We value the power of inclusive culture, so we embed diversity and inclusion in everything we do.Pearson promotes a company culture where differences are embraced as strengths, opportunities are equal and accessible, consideration and respect are the norm, and all employees are given the chance to reach their full potential.

Through our talent, we believe that diversity and inclusion make us a more innovative and vibrant company. People are at the center of our company. We are committed to a sustainable environment and workplace ecosystem where talent can learn, grow, and thrive.

Learn more click here (https://www.pearson.com/careers/diversity-and-inclusion.html) .

The Pearson Helpdesk Specialist – Tier 1 will provide prompt and courteous Helpdesk telephone/chat/email support for learners, instructors and administrators - transpiring client interactions into a detailed ticket, and following-up with a formal response to the user.

Responsibilities:

Specific duties and responsibilities include, but are not limited to the following. Other duties and responsibilities may be assigned.

  • Enthusiastic with a can-do attitude.

  • Eager to learn and continue learning with on-going training involved with role.

  • Excellent oral and written communication with ability to transpiring conversations into tickets/email to the end user.

  • High attention to detail.

  • Technical knowledge of - Internet Browsers and the various versions of each (Internet Explorer/Firefox/Safari/Chrome), Clearing cache and cookies, Pop-up Blockers, Security Software (Norton Internet Security, McAfee), Plug-ins - how to install (Adobe Flash, QuickTime, etc.)

  • Able to participate in shift rotation including days, evenings, and weekends.

  • Able to work some Canadian holidays.

  • Able to support end users on Learning Management Systems (Blackboard, Angel, FirstClass, Canvas, Schoology, D2L, SAKAI, Moodle, and more) as well as adhere to protocols set within client profiles.

Qualifications

  • Post-secondary school education in a related field or an equivalent combination of training and experience in related field is an asset.

  • Excellent verbal and written communication skills.

  • Must be self-motivated and able to work in a team environment.

  • Must be able to multitask in a stressful office environment.

  • Aptitude for training end-users on software applications.

  • 2+ years’ experience with PC's and peripherals, Windows 95 / 98 / 2000 / NT / XP.

  • 2+ years’ experience with the Internet and Internet based applications.

  • Macintosh experience is an asset.

  • Fluency with speaking and writing in Spanish/French is a plus!

Metrics:

  • Maintain departmental expectations of over 80% excellent customer service satisfaction surveys.

  • Handle a minimum of 6,800 inquiries annually

  • Be on ready state for 85% of total annual logged in time.

  • Maintain an average talk time of 8 minutes and an average after-call time of 5 minutes.

  • Score 90% or higher on Q/A phone, chat and email benchmarks.

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

Job: CUSTOMER SERVICE

Organization: Technology & Operations

Schedule: FULL_TIME

Req ID: 2111891

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