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Pearson Support Lead in India

Job Description:

BS degree in Information Technology, Computer Science or equivalent with 8-12 years of experience

  • Proven experience in leading enterprise technical support team

  • make ownership of customer issues reported and see problems through to resolution

  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues

  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

  • Provide prompt and accurate feedback to customers

  • Ensure proper recording and closure of all issues

  • Prepare accurate and timely reports

  • Document knowledge in the form of knowledge base tech notes and articles

  • Follow the SLA for issues with respect to the severity.

Job: TECHNOLOGY

Organization: Corporate Strategy & Technology

Schedule: FULL_TIME

Req ID: 9039

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