Customer Service Technical Support Analyst job vacancy in Pearson – Jobs in West Virginia

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Job Details
Company Name : Pearson
Company Location : Charleston, WV 25325
Job Position : Customer Service Technical Support Analyst
Job Category : Jobs in West Virginia

Job Description :

Customer Service Technical Support Analyst

LOCATION: Remote -US

About this role / What you will be doing

The successful applicant will join a team that is primarily responsible for providing the highest level of customer support for technical issues; troubleshooting them to resolve customer and Sales and Field team cases. In addition, the team is responsible for handling Executive level escalations and complaints; assisting our front-line support team; managing large scale outages and helping maintain our knowledge base for internal staff and customers. 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. The role is in a virtual team and is a remote/work from home position.

Schedule:

Current hours of operation 8AM-8PM EST (Eastern Standard Time), 7 days a week.

Shift Requirement: Monday – Friday 11AM – 8PM EST (Eastern Standard Time). Some weekend work is required, and this is covered on a rotating schedule.

Your Background / What we are looking for

  • 2+ years of experience in efficiently resolving customer escalations
  • Excellent written and verbal communication skills
  • Curiosity, creative thinking, analytical skills, and the ability to explore alternative solutions to problems are important skills in this role
  • Ability to communicate and present results clearly to all levels is required
  • Excellent organizational and time management skills with the ability to meet multiple deadlines
  • Ability to learn and actively seek new skills, keeping 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
  • Flexibility to schedule changes or additional coverage, particularly during peak periods. Some occasional travel may be required
  • Reliable attendance and punctuality are critical to successful performance in this role
  • 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.
  • Experience working with Pearson Higher Education products and tools would be a bonus

As required by the Colorado Equal Pay Transparency Act, Pearson provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $54,300 – $56,000. This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

Job: CUSTOMER SERVICE

Organization: Higher Education

Schedule: FULL\_TIME

Req ID: 8895

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