Pearson Customer Service Support Rep, Temporary in Providence, Rhode Island
Customer Service Support Rep, Temporary - ( 2103977 )
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.
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.
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.
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 :
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