Pearson Customer Service Technical Support Administrator in Boston, Massachusetts
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. 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 seeking highly motivated individuals with a sound technical background to join our Tier 2 Technical Services team. We will be providing escalated levels of technical support over the phone and email for an upcoming nationwide assessment.
We take continuous learning to heart. We’re in a rapidly evolving space and every day brings innovative ideas and opportunities. We value positive energy, clear communication, and are committed to building an inclusive environment for people from every background. We look forward to hearing from you.
Actively collaborate with colleagues and other internal teams to provide the best possible customer experience. Adhere to established quality standards.
Troubleshoot or escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved.
Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end-users for technical support -- both inbound and outbound proactive support.
Work independently, handle multiple priorities, and demonstrate sound judgment within established policies and guidelines.
Provide engaging, informative, well-organized evidential feedback where required.
Excellent troubleshooting, problem-solving, written, and oral communication skills are required.
Ability to deal tactfully and effectively with customers in a fast-paced environment 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.
The ability to work from home in a quiet space free from distractions and interruptions is required.
Reliable internet and home network are requirements to fulfill the phone support requirements of this position.
As required by the Colorado Equal Pay Transparency Act, Pearson provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only , the range of starting pay for this role is $21- $25 per hour. This position is not bonus eligible, and information on benefits offered is here.
What to expect from Pearson
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and also 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 building a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are 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. We strive for a workforce that reflects the diversity of our communities.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing firstname.lastname@example.org.
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
Job: CUSTOMER SERVICE
Organization: Assessment & Qualifications
Req ID: 13753
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