Customer Service Technical Support Analyst

Customer Service Technical Support Analyst

Remote, USA 

Permanent 

Pearson is the world's largest learning company, committed to providing high-quality digital content and educational resources to learners of all ages and backgrounds. With a global presence in over 70 countries, we help millions of people achieve their highest potential through learning.

Role Overview:
We are seeking a Customer Service Technical Support Analyst to join our remote team. In this role, you will provide top-tier customer support, troubleshoot technical issues, and manage escalations, including executive-level cases. You will collaborate with cross-functional teams to resolve customer challenges and maintain our knowledge base. Strong communication, leadership, and time management skills are essential to succeed in this role.

Key Responsibilities:

• Resolve technical issues and customer escalations, ensuring prompt and effective solutions.
• Handle large-scale outages, assist front-line support, and maintain knowledge resources.
• Collaborate with Sales, Field teams, and stakeholders to communicate trends and solutions.
• Manage time effectively to meet deadlines and prioritize tasks.
• Provide leadership and maintain professionalism across all levels of communication.

Hours & Shifts:

• Two shift options: Monday - Friday, 8 AM - 5 PM EST or 11 AM - 8 PM EST.
• Some weekend work required during peak periods (January-February, August-September).

Qualifications:

• 2+ years’ experience in resolving customer escalations.
• Strong written and verbal communication skills.
• Analytical thinking and problem-solving abilities.
• Self-motivated with excellent organizational and time management skills.
• Experience with Microsoft 365 Suite (required); Pearson Higher Education products or LMS experience (a plus).

Why Pearson?

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 California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:

The minimum full-time salary range is between $55,000 - $58,000 annually. 

This position is eligible to participate in an annual incentive program, and information on benefits offered is here: Home - Pearson Benefits.

#LI-Post #LI-Remote