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C1-Support Specialist

Reference
1717425
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Mérida, ESP
Expiry Date
25/02/2018
C1-Support Specialist Description Support management as L2 for Western Europe: Support level 2 support for global digital products. Management, resolution and derivation of incidents from the CCT Lisbon team for ...

Job Description

C1-Support Specialist

Description

Support management as L2 for Western Europe:

  1. Support level 2 support for global digital products.
  2. Management, resolution and derivation of incidents from the CCT Lisbon team for the Western Europe markets in global products mainly:
2.1. ELT: MyEnglishLab, Active Teach, Dictionaries & Apps, Pegasus, eText, ODI / Islands, Rumba, Pearson English Framework ... 2.2. HE: MyLab & Modified Mastering, XL, Mastering, Pegasus, MyLabsPlus, eText, Learning Catalytics, Simulators (MyMarketingExperience), International MyLabs (iML) ...
  1. Monitor and coordinate incidents, queries and requests as L2 through L3.
  2. Management of protocols and support procedures with the aim of the global support standardization.
  3. Responsible intermediary between the sales, marketing and content teams with the support team to meet the support needs of the same.
  4. Adapt support needs to established support procedures.
  5. Training the L1 team: new Pearson products, support procedures to perform, product refreshers already supported at CCT Lisbon.
  6. Follow up with the Customer Experience Team (Project CCT Lisbon) for project review, support, improvements, ...
  7. Communication with stakeholders: Teleperformance Lisbon.

Qualifications

  1. B2 in English.
  2. At least 2 years of experience in the knowledge of Pearson digital products.
  3. Higher studies in Computer Science, Engineering or similar.
  4. Experience in e-Learning products support.

Primary Location: ES-ES-Mérida

Job: Technology

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Oct 31, 2017

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1717425