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Pearson Supervisor Customer Service Technical Support in St. Paul, Minnesota

Supervisor - Customer Service Technical Support

Position Summary:

Working remotely from a home office, the Student Technical Support Supervisor will report to the Technical Support and Services Manager and work as part of the Enrollment and Customer Engagement team. The Student Technical Support teams serve as the primary technical and application support for families. The team works closely and collaboratively with other teams to ensure that the customer's technical issues are resolved quickly and that they receive a superior customer experience.

The Student Technical Support Supervisor will be responsible for supervising a team of tier 1 and tier 2 technical support agents who staff a support help desk. This role will oversee the performance management and the work of the technical support staff to ensure that tasks are completed on time and to the customer specification/satisfaction. Candidates for this position will need to show strength in people management as well as client support in a technology environment.

Primary Responsibilities:

  • Manage day to day operations of the Student Technical Support team to ensure requests are resolved in a timely and effective manner.

  • Understand and develop processes that will result in customer problem solving and provide the highest level of satisfaction with the fastest turnaround.

  • Manage members of the Student Technical Support team and their performance.

  • Motivate team through coaching, career planning, and setting individual development plans.

  • Maintain and improve the training programs for new and existing student technical support representatives to promote efficient onboarding as well as a quick understanding of new product or process rollouts.

  • Manage reporting and metrics to ensure customer service level agreements (SLA) are sustained.

  • Ensure proper systems and team collaboration are in place to build and promote knowledge sharing.

  • Bring visibility of the customer base through a regular reporting and feedback loop.

  • Mitigate customer escalation through developing direct customer resolution plans.

  • Maintain system and develop strategies to improve on-call support and promote self-service.

  • Identifies opportunities for process and technology improvements; research, design and implement process improvements.

  • Protects the privacy of student account information through compliance with federal student privacy law (Family Education Rights and Privacy Act (FERPA)).

Required Skills:

  • Experience leading teams supporting mission-critical infrastructure, systems, and technologies.

  • Understanding of KPIs, metrics, service level management, objectives and key results.

  • Problem-solving attitude with an ability to motivate your team to achieve goal driven outcomes.

  • Ability to learn, support, and keep current on new applications.

  • Ability to translate a technical solution to a non-technical audience, when needed.

  • Excellent verbal and written communication skills.

  • Ability to maintain a professional manner when interacting with clients, vendors, staff, and other outside organizations.

  • Ability to handle escalated issues and work collaboratively towards resolution.

  • Demonstrated understanding of FERPA guidelines and internal policies regarding student and employee privacy.

Qualifications:

  • Bachelor's degree required; advanced degree preferred.

  • 5+ years in a Technical or Service support position, required.

  • 2+ years in a Supervisor role, preferred.

  • Customer service experience, required.

  • ITIL certification, a plus

  • Experience working in a virtual education field, a plus.

  • Experience working in a large company with seasonal volume, a plus.

  • Prior experience managing an inbound phone queue, a plus.

  • Prior experience managing tickets, ticket resolution, and reporting.

  • Prior experience managing seasonal staff, a plus.

  • Prior experience managing outsourced staff, a plus.

  • Prior experience with building out business requirements for a CRM, like Salesforce, a plus.

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.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.  

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here:  http://www.pearson.com/careers/diversity-and-inclusion.html 

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

Job: CUSTOMER SERVICE

Organization: Virtual Learning

Schedule: FULL_TIME

Req ID: 3949

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