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Customer Service Technical Support Administrator, Temporary

Pearson

This is a Full-time position in Austin, TX posted April 1, 2021.

Customer Service Technical Support Administrator, Temporary – ( 2101133 )DescriptionDescriptionAt Pearson, were committed to a world thats 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 its 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 worlds innovations, personal and global, large and small.Pearson is seeking highly motivated individuals with a sound technical background to join our Level 2/3 Technical Services team to provide escalated levels of technical support for our large-scale assessment platforms. This position has tremendous growth potential — Candidates that excel in learning our technology and programs while delivering a great customer experience to our users will be considered for additional positions within other Pearson Technology teams. Many of our previously successful candidates have moved onto larger roles within our larger Assessment Technology Engineering teams: DevOps, SRE, Monitoring, Security, Field Service Engineering, TPM roles and more. We take continuous learning to heart – were in a rapidly evolving space and every day brings new ideas and opportunities. We value positive energy, clear communication, and are committed to building an inclusive environment for people from every background. We look forward to hearing from you.ResponsibilitiesActively collaborate with colleagues and other internal teams to provide the best possible customer experience. Adhere to established quality standards.Advanced troubleshooting projects may be required. Typically this would involve gathering details and recreating reported scenarios and determining a root cause for customer concerns.Troubleshoot or escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved.Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end-users for technical support — both inbound and outbound proactive support.Work independently, handle multiple priorities and demonstrate sound judgment within established policies and guidelines.Use our data analytics tools (Splunk) to query error reporting tools to proactively find problems our users are experiencing and help suggest configuration changes to prevent further occurrences.Provide engaging, informative, well-organized evidential feedback where required.NOTE: This position will be 100% remote after picking up your workstation from our Pearson office in San Antonio, TX, or Iowa City, IAColorado-based and Remote Roles, no bonus or AIP:The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $19-23/hour. This position is not bonus eligible.Benefits available to eligible employees can be seen at 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.QualificationsQualificationsExcellent troubleshooting, problem solving, written and oral communication skills are required.Ability to deal tactfully and effectively with customers in a fast-paced environment, 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.Familiarity in working with proxy servers and packet capture utilities would be a plus.Experience with content filters, firewalls, and networking would be of great benefit, but is not required.Preferably based near San Antonio, TX or Iowa City, IAPrimary Location : US-RE-RemoteOther Locations : US-Iowa, US-TexasWork Locations :US-RemoteRemoteJob : Project/Temporary WorkforceOrganization : Assessments SchoolEmployee Status : Fixed TermJob Type : StandardJob Level : Entry LevelShift : Day JobTravel : NoJob Posting : Feb 1, 2021Job Unposting : OngoingSchedule: : Full-time TemporaryReq ID: 2101133

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