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Pearson Help System Specialist in Poland

About Pearson

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.

About English Language Learning

As geographical boundaries come down and mobility increases, the world is getting smaller. English is fast becoming the world’s prominent ‘second’ language.

Pearson’s English Language Learning unit is building its presence to meet the needs of the estimated 2 billion people who are currently learning English around the world. This trend looks set to rise as English continues to be the universal language of business, culture and the internet.

We have the biggest international reach of all of our competitors and the longest standing brands, generating $1Billion revenue. We are well placed to increase our market share to $2 Billion by organic growth and acquisition

The COVID-19 pandemic introduced significant disruption and transformation to the education market. And as a result, our category has seen explosive growth and our business has experienced enormous increases in awareness and enrolments. This presents an incredible opportunity for our team to chart a ground-breaking path through this shifting environment to achieve continued success.

About the job

The objective for Help System Specialist in Customer Success & Support Department is to design, develop and update content on Help System available for Pearson end-users.  Being a part of Customer Success and Support Operations, a Help System Specialist will also ensure customer’s success with Pearson digital solutions, will equip customers with the skills needed to derive the maximum value from their digital solution to improve teaching and learning outcomes. 

Core Tasks and Responsibilities

  • Writing and maintaining how-to articles for platforms support knowledgebase 

  • Platform testing to establish user journeys 

  • Developing structure and style in HTML and CSS 

  • Development of visual support for the articles (images and videos) 

  • Editing, updating, and re-developing existing and new video and audio content 

  • Creating user guides  

  • Communicate directly with customers both internal and external via various channels and handle incidents until resolution is achieved. 

  • Monitoring and coordinating issue solving according to company standards.

  • Acquire and maintain detailed knowledge of products, incidents, and resolutions. 

  • Be able to provide product/system technical support training to other staff. 

  • Assist in defining best-in-class on-boarding processes and documents to ensure consistency and standardization

  • Providing in live webinar platform training to internal stakeholders and external customers

  • Work on special support projects as assigned 

  • Personal and professional development

About you

*Basic Skills: *

  • English: B3/C1 

  • Basic knowledge of CSS and HTML 

  • Experience in working with Office 365 tools 

  • Creative thinking and ambitiousness in daily tasks 

  • Fast-learning of new tools and software 

  • Attention to detail 

  • Ability to meet brief requirements for content development 

  • Experience in providing customer support 

*Preferred Skills: *

  • Experience with Adobe Creative Cloud (Photoshop, Audition, Premiere Pro) 

  • Working knowledge of Adobe RoboHelp system 

  • Knowledge of Snagit 

  • Strong HTML and CSS for structure and styles development 

  • Higher education title (BA-level minimum) 

Job: CUSTOMER SERVICE

Organization: English Language Learning

Schedule: FULL_TIME

Req ID: 1774

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