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Customer Technical Support Representative
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.
This position serves as Technical Support for customers for several online products such as: AIMSweb, NNAT3 and GRade/GMade among others.
Primary Duties & Responsibilities include, but are not limited to:
• Answer incoming technical support calls from customers
• Dcoument and resolve case information into tracking system
• Follow up with customers to provide resolution to situation
• Escalte cases as necessary for further assistance
• Transfer calls to appropriate groups for handling as necessary
Qualifications
• Must be able to sit for long periods of time
• High school graduate or equivalent
• One year Customer Support experience required
• One year Technical Support experience preferred
• Strong PC and key entry experience
• Functionally literate - ability to read and write
• Attention to detail
• Ability to meet and maintain high quality/accuracy standards
• Effective communication skills, both verbal and written
• Typing 30 - 40 wpm