Customer Service Administrator

Position Summary:

Pearson is seeking motivated individuals to join the Customer Experience Team. The primary role of this position will be to ensure that customers are supported in an accurate and timely manner via inbound and outbound phone calls and case management. The Customer Experience team is responsible for supporting the established department procedures and verify that all tasks are suitable to maintain excellent support for our customers. Additional duties also include project work, advanced technical troubleshooting, research and analysis.

Flexible schedules are available between 7AM and 6PM CST.

Are you a motivated employee who catches on quickly? You might be exactly what we need.

Responsibilities

• Provide phone, email, and chat support for customer facing web and client-server applications. Adhere to established quality standards.

• Interface with development, quality assurance, business units, and sales groups to troubleshoot issues and ensure complete and expedient resolution of issues.

• Off phone duties include monitoring the ticket queue for open service requests and making required callbacks to assigned customer tickets.

• Advanced troubleshooting projects will be available for qualified candidates.

• Document and resolve cases in SalesForce ticketing system

• Follow up with customers to provide resolution to situation

• Escalate cases as necessary for further assistance from Development

Qualifications

• High school graduate or equivalent

• One year Customer Support experience required, preferably in a call center environment

• Excellent troubleshooting, problem solving, and communication skills are required.

• Ability to deal tactfully and effectively with customers 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. Previous experience supporting Mac operating systems preferred.

• Previous experience supporting mobile platforms such as iOS and Chrome OS preferred.

• Strong PC and key entry experience

• Attention to detail

• Must be able to work remotely

• Must have a designated work area with limit noise and distraction

This is a remote position.

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado and New York City laws, the pay range for this position is as follows:  

Salary range is $19.00/hr. - $30.00/hr.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here here.