At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. 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.
Education, Skills, and Knowledge:
- High School Diploma or equivalent required
- Must possess excellent customer service skills.
- Call center experience is preferred
- A very friendly and helpful attitude and the ability to manage simultaneous tasks
- Ability to work as a member of a team is required
- Must have excellent oral and written communication skills
- Excellent attendance is required
- Experience working with a PC and a Windows environment is required
- Experience working with a Mac is preferred, but not required
Basic Purpose and Objectives:
Provide exceptional inbound and outbound general and technical support to internal customers by demonstrating a friendly and helpful attitude, promptness, attentiveness, and a focus on resolving issues efficiently on the first contact
Organizational Relationships
Reports to and direction received from:
- Scoring Support Shift Supervisors (Primary)
- Scoring Support Manager (Secondary)
Overall Functions and Responsibilities:
- These positions will include shifts which cover center hours from 7am to 9pm Monday through Friday and 9am and 5pm on Saturday and Sunday
- May be required to work a rotating shift schedule and weekends
- Responsible for providing accurate answers to internal customer questions or concerns in a courteous, efficient, and customer-service focused manner via phone, email, or chat
- Responsible for diagnosis and complete resolution of technical issues in a courteous, efficient, and customer-service focused manner via phone, email or chat using documented solutions
- Responsible for calling remote employees in an efficient, courteous, and supportive manner
- Serve as an escalation point as needed to the appropriate department for resolution
- Responsible for independent and timely resolution of routine issues, and for notifying management of non-routine issues that need immediate attention
- Provide complete documentation of issues handled
- Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources
- Perform other related duties as assigned
Working Conditions
- Office environment
- Remote work
- Hours may vary or change, depending upon the needs of business
*This will be a remote (work from home) position. Equipment will be provided for this assignment.