Customer Service Specialist, Technical Support

This is a fully remote position, open to applicants in Texas.

📋 Description

• Address intricate customer concerns across Pearson’s clinical assessment platforms, such as Q-global, Q-interactive, Assess, Identity Enabled Services (IES), authentication systems, account management, and platform integrations.

• Investigate matters that cannot be resolved through conventional troubleshooting methods.

• Determine root causes across various systems.

• Collaborate with teams from Product, Development, Infrastructure, and Identity Management.

• Assist customers in navigating the resolution of significant technical challenges.

• Execute advanced troubleshooting and manage escalations effectively.

• Perform root cause analysis.

• Contribute to the management of knowledge resources.

• Mentor colleagues and offer technical guidance.

• Take ownership of escalations and enhance resolution effectiveness.

• Promote customer satisfaction, minimize customer effort, ensure SLA compliance, and achieve first-contact resolutions.

• Generate precise technical documentation and contribute to the knowledge base.

• Suggest and implement process enhancements.

• Decrease instances of repeat customer inquiries.

⛳️ Requirements

• Proven experience in user account administration.

• Proficient in troubleshooting authentication, Single Sign-On (SSO), and Multi-Factor Authentication (MFA).

• Familiarity with user provisioning and permission settings.

• Experience in supporting web-based and mobile applications.

• Background in user administration and configuration troubleshooting.

• Proficient in utilizing software-based tools.

• Experience in conducting root cause investigations, log analysis, defect identification, system behavior assessment, and cross-system troubleshooting.

• Knowledge of CRM and ticketing systems.

• Familiarity with knowledge management systems.

• Proficient with collaboration tools, including Teams and SharePoint.

• Experience with documentation tools, including JIRA.

• Intermediate skills in Learning to Learn, Adaptability, and the Utilization of Artificial Intelligence.

• Strong communication, analytical thinking, influencing, business acumen, relationship management, strategic thinking, and problem-solving abilities.

• Capability to convey technical concepts to non-technical individuals.

• Ability to juggle multiple complex cases concurrently while thriving in fast-paced environments.

• Willingness to mentor colleagues and engage in knowledge sharing.

🏝️ Benefits

• No bonus eligibility.

• Benefits information can be found on the referenced benefits page.