Pearson Customer Service Technical Support Administrator in Chandler, Arizona

Customer Service Technical Support Administrator

Description

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 re-examining 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.

The role of the Customer Service Technical Support Representative is to provide problem resolution to Pearson customers by efficiently identifying technical issues and presenting appropriate resources and solutions. Representatives create and maintain positive customer relationships through quality support. They are expected to accurately and efficiently gather information and document all interactions appropriately within our customer relationship management tool. The Representative is ultimately responsible for performing question diagnosis with the customer, utilizing active listening skills and available resources (including escalation paths) to identify an appropriate solution and ensure customer satisfaction.

Scope and Impact

A Customer Service Technical Support Representative is dedicated to work with customers to provide the technical support needed for successful implementation of Pearson products. They must be able to effectively balance technical and customer support abilities to deliver consistent customer care. A representative must have highly developed critical thinking skills and must be able to maintain positive and friendly customer interactions. The primary job function for this position is to deliver a consistently exceptional customer experience.

Responsibilities

  • Utilize highly developed critical thinking skills to troubleshoot technical issues

  • Provide a superior customer experience by communicating in a positive, friendly and polite manner

  • Thoroughly and accurately document interactions into a CRM system

  • Process email, chat and phone requests in a high volume environment

  • Possess, acquire and maintain the technical expertise required to effectively handle customer interactions.

  • Demonstrate technical expertise through problem solving, applying technical knowledge, and sharing product knowledge with customers

  • Multi-task and manage several ongoing tasks and priorities

  • Illustrate a desire to learn and actively seek new skills

  • Other duties as assigned

Qualifications

Qualifications

  • Must have high school diploma, GED or equivalent; some college preferred

  • 1 year of technical service experience (troubleshooting issues with browsers, plug-ins, and Internet connections, as well as software and hardware issues on PC, Mac and mobile devices).

  • 1 year of call center experience

  • Must be able to type a minimum of 40 WPM

  • Excellent written and oral communication skills, with the ability to effectively translate technical information to the end user

  • Excellent customer service skills

  • Please note this is a 2-4 month temporary (non-benefits eligible) project at our Chandler, AZ campus. Local candidates only please.

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-AZ-Chandler

Work Locations: US-AZ-Chandler-3075 West Ray 3075 W Ray Rd Park at San Tan Chandler 85226

Job: Customer Service

Organization: North America

Employee Status: Fixed Term

Job Type: Temporary Work

Shift: Day Job

Job Posting: Jun 1, 2017

Req ID: 1709659