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Technical Support Level 2, Temporary
Pearson
San Antonio, TX, United States
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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.
Pearson is seeking motivated individuals to join the 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, e-mail and chat. Additional duties may also include project work, advanced technical troubleshooting, research and analysis. Flexible schedules are available between 5:30 AM and 10:00 PM, Monday-Friday.
• Provide phone, email, and chat support for customer facing web and client-server applications. Adhere to established quality standards.
• Interface with development, quality assurance, business units, and Level 1 customer support groups to troubleshoot technical issues and ensure complete and expedient resolution of issues.
• Off phone duties include monitoring the ticket queue for open service requests and making required callbacks to assigned customer tickets.
• Advanced troubleshooting projects will be available for qualified candidates.
Qualifications
• Excellent troubleshooting, problem solving, and communication skills are required.
• Ability to deal tactfully and effectively with customers, and provide consistently great customer service.
• Ability to work independently and demonstrate sound judgment within established policies and guidelines is required.
• Good understanding of network fundamentals: topologies, management, and supporting technologies.
• Understanding the basics of DNS, content filters, caching, proxies, firewalls, and antivirus would be prefered.
• 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.
• Availability to work flexible 6-8 hour work days during call center hours of operations 5:30 AM- 10:00 PM
• Ability to adhere to strict attendance & punctuality guidelines within prior call center or employer tenures.
Please note that this is a temporary (non-benefits eligible) on-site position located at our San Antonio campus. Local candidates only please.