If you enjoy providing exceptional customer and client services, considering joining Pearson as a Customer Support Associate.The ideal candidate will be responsible for handling customer inquiries and resolving problems primarily via Support ticketing system and bot communication. Additionally, they may also respond to email inquiries as needed.Key Responsibilities:
Handle customer inquiries and issues efficiently and professionally though our Zendesk Ticketing system and AI Bot Communication
Record consistent problem areas and provide feedback to the appropriate departments for resolution.
Respond to email inquiries in a timely manner.
Handle predominantly routine tickets, but be prepared to deviate from standard screens, scripts, and procedures when necessary.
Utilize computerized systems for tracking, information gathering, and troubleshooting purposes.
Demonstrate a general knowledge of the organization, products, and/or services offered.
Assess customer needs and suggest or promote alternative products or services when appropriate.
Requirements:
High school diploma or equivalent; Bachelor’s degree preferred.
Proven experience in customer service or a related field.
Excellent communication skills, both verbal and written.
Ability to remain calm and professional under pressure.
Proficiency in using computerized systems for data entry, tracking, and troubleshooting.
Strong problem-solving abilities and attention to detail.
Ability to work independently as well as part of a team.
Flexibility to adapt to changing situations and priorities.
Previous experience in Customer support and Customer Success preferred.
Familiarity with CRM software or other customer service-related tools.
Experience with Zendesk and Catalyst is a plus.
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, California, Washington State, New York State, and New York City laws, the pay range for this position is as follows:The full-time salary range is $55-65k.What to expect from PearsonDid you know Pearson is one of the 10 most innovative education companies of 2022?At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.We value the power of an inclusive culture and also 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 building a workplace where talent can learn, grow and thrive.Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are 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. We strive for a workforce that reflects the diversity of our communities.To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.Job: SALESOrganization: Workforce SkillsSchedule: FULLTIMEWorkplace Type: RemoteReq ID: 16590#location
