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Customer Service Technical Support, Temporary

Reference
1717824
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Iowa City, IA, 52240, USA
Expiry Date
24/02/2018
Customer Service Technical Support, Temporary 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 ...

Job Description

Customer Service Technical Support, Temporary

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.

Position Summary:

Pearson is seeking highly motivated individuals to join the Level 2 Technical Support team assisting our customer facing web, and client-server, applications. The primary role of this position will be to provide technical support to customers via phone and email. Additional duties may also include project work, advanced technical troubleshooting, research and analysis. Flexible schedules are available between 5:30 AM and 9:00 PM. An excellent training program will be provided.

Responsibilities

  • Provide second tier phone and email technical support for web-based and client-server applications. Adhere to established quality standards.
  • Actively collaborate with colleagues and other internal teams to provide the best possible customer experience.
  • Off phone duties include monitoring the ticket queue and making required callbacks to assigned customer cases.
  • Advanced troubleshooting projects will be available for qualified and motivated candidates.

Qualifications

Qualifications

  • Excellent 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.
  • Previous experience supporting Java based applications 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.

Please note that this is a temporary on-site position located at our Iowa City campus. This position is non-benefit eligible.

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-IA-Iowa City

Work Locations: US-IA-Iowa City-2510 North Dodge 2510 North Dodge Street Iowa City 52245

Job: Customer Service

Organization: Assessments School

Employee Status: Fixed Term

Job Type: Standard

Shift: Day Job

Job Posting: Jan 19, 2018

Job Unposting: Ongoing

Schedule: Full-time Temporary

Req ID: 1717824