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Tier 1 - Helpdesk Support

Reference
1800656
Contract Type
Permanent
Sector
Education, Media & Communications
Location
North York, ON, M2N 2L7, CAN
Expiry Date
18/02/2018
Tier 1 - Helpdesk Support Description At Pearson, we’re committed to a world that’s alwayslearning and to our talented team who makes it all possible. From bringinglectures vividly to life to turning textbooks into laptop lessons, w...

Job Description

Tier 1 - Helpdesk Support

Description

At Pearson, we’re committed to a world that’s alwayslearning and to our talented team who makes it all possible. From bringinglectures vividly to life to turning textbooks into laptop lessons, we arealways re-examining the way people learn best, whether it’s one child in ourown backyard or an education community across the globe.We are bold thinkersand standout innovators who motivate each other to explore new frontiers in anenvironment that supports and inspires us to always be better. By pushing theboundaries of technology — and each other to surpass these boundaries — wecreate seeds of learning that become the catalyst for the world’s innovations,personal and global, large and small.

Summary:

Provide prompt and courteous help desk telephone support for learners, instructors and administrators tracking all client interaction and status in our help desk tracking system.

Responsibilities:

Specific duties and responsibilities include, but are not limited to the following. Other duties and responsibilities may be assigned.

  • Provide prompt and courteous help desk telephone support and email support for learners, instructors and administrators.
  • Become knowledgeable in supported learning management systems as well as client profiles.
  • Embanet operates on a 24/7 schedule, team members will be required to participate in shift rotation including days, evenings, and weekends.
  • To serve our international Client base, the successful candidate will work on some Canadian holidays.

Qualifications

Qualifications:

Post secondary school education in a related field or an equivalent

combination of training and experience in Internet related field is an asset.

  • At least one year of Customer Service or Technical Support experience is an asset
  • Excellent verbal and written communication skills.
  • Must be self-motivated and able to work in a team environment.
  • Must be able to multitask in a stressful office environment.
  • Aptitude for training end-users on software applications.
  • 2 years experience with PC's and peripherals,MS Office, Mac OS, Windows 95 / 98 / 2000 / NT / XP
  • 2 years experience with the Internet and Internet based applications.
  • Macintosh experience is an asset.
  • Fluency with speaking and writing in Spanish/French is a plus!

Primary Location: CA-ON-North York

Work Locations: CA-Toronto-105 Gordon Baker 105 Gordon Baker Rd North York M2H 3P8

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jan 20, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1800656