Customer Service Technical Support Analyst

Pearson - Durham, NC3.8

Full-timeEstimated: $51,000 - $65,000 a year
Skills
**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.

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.

This position is located in Durham North Carolina. The successful applicant is responsible for providing the highest level of support within the team, resolving customer, sales/LTS and Executive escalations as well as complaints, while using strong communication skills to keep all parties updated and informed at all times. He/She will be required to analyze data from numerous sources, e.g. products, Tier 1 & Tier 2 agents, CSAT and QA, creating solid action plans for improvement, and seeing those through to resolution. Whether working on customer escalations, trending data, communicating information back to stakeholders, or assisting the wider team, this position requires leadership, strong time management, resourcefulness and excellent communication skills.

Hours of operation 8AM-8PM Eastern during non peak hours. 8AM-10PM Eastern during peak season.

**Qualifications**

+ 2-5 years of experience in efficiently resolving customer interactions

+ Demonstrated excellent written and verbal communication skills

+ Ability to think creatively, adapt to circumstances, learn from co-workers, and share information and experiences

+ Demonstrated excellent analytical skills, in conjunction with a structured, systematic approach to problem solving and ability to present results to all levels

+ Proven excellent organizational and time management skills with the ability to meet multiple deadlines

+ Ability to learn and actively seek new skills, and keep pace with emerging technologies

+ Self-motivated with the ability to manage several ongoing tasks and priorities with minimal supervision

+ Ability to work collaboratively with cross-functional/cross-company teams

+ Demonstrated leadership through personal responsibility, accountability and teamwork

+ Proficient at working as part of a virtual team

+ Be flexible to schedule changes or additional coverage, particularly during peak periods. Some travel may be required.

+ Reliable attendance and punctuality is critical to successful performance in this role. If a Pearson applicant, current record must reflect this.

+ Ability to qualify for a corporate American Express card or possessing a personal credit card in place of a corporate card to pay for work travel is required.

+ To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

+ This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.

+ Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important

+ Strong Pearson Higher Education product and platform knowledge preferred

+ 2-5 years experience working with Pearson Higher Education admin tools preferred

+ 2-5 years experience working with Pearson Higher Education Product and Operations teams together with a strong understanding of the escalation process preferred

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-NC-Durham

**Work Locations: ** US-NC-Durham-2520 Meridian Parkway 2520 Meridian Parkway Suite 475 Durham 27713

**Job: ** Customer Service

**Organization: ** Technology & Operations

**Employee Status: ** Regular Employee

**Job Type: ** Standard

**Shift: ** Day Job

**Job Posting: ** Oct 17, 2019

**Job Unposting: ** Ongoing

**Schedule: ** Full-time Regular

**Req ID: ** 1913699

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.