Pearson Customer Technical Support Rep, Tier 1- Temporary in San Antonio, Texas

Customer Technical Support Rep, Tier 1- Temporary

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.

NOTE: Training for this temporary role starts in Mid-July at our beautifulFar Northeast San Antonio campus.

The role of a 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. Representatives are expected to accurately and efficiently gather information and document all interactions appropriately within our customer relationship management tool. A 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

Technical Support Representative is dedicated to work with customers to provide the technical support needed for successful implementation of Pearson products. A Representative 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 highly preferred. (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, highly preferred.

  • 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 projected 2-4 month temporary (non-benefits eligible) position at our San Antonio, TX campus with anticipated training to start in Mid July. 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.

Keywords:

technical support, tier 1, tier 2, level 1, customer, helpdesk, software support, technician, client services, member, account rep, financial services, teller,

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-TX-San Antonio

Work Locations: US-TX-San Antonio-19500 Bulverde 19500 Bulverde Road San Antonio 78259

Job: Customer Service

Organization: North America

Employee Status: Fixed Term

Job Type: Temporary Work

Shift: Day Job

Job Posting: Jun 18, 2017

Req ID: 1710914