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Temporary-Seasonal Product Support Specialist: Pearson

Pearson is an international media company with market-leading businesses in education, business information and consumer publishing. Pearson's education business represents about two-thirds of the company, and Penguin publishing and the Financial Times make up the balance. With more than 30,000 employees based in 60 countries, we are a family of businesses that draws on common assets, processes and shares a common purpose: to help our customers live and learn.

Pearson is an Equal Opportunity Employer M/F/V/D, and a member of E-Verify.

Pearson is a drug-free workplace.

With a spike in work volume during our busy Spring season from state and national assessment programs, our incoming Product Support Specialist will provide an overall Excellent customer experience by being the initial contact response for our customers and end users. Our Customer Service Center team provides services via phone, email and chat. This will include servicing paper or online testing programs and includes performing problem resolution, troubleshooting, and diagnosis for software and applications. Additional duties include:

Logging all calls into a central system with complete and accurate documentation per standard operating procedures.

Use of knowledge management software to respond appropriately to each customer call.

Work toward accomplishment of team goals and objectives as well as individual ones.

Work with other program management and technical support staff on a regular basis.

May be required to work weekends, later evenings, or a different shift than normal on occasion.

May be required to work Pearson holidays on occasion. Overtime may also be required, particularly during peak times.

Perform other duties as assigned.

Associate degree/two-year degree or combination of related experience and education required. Technical degree a plus. Bachelor degree desirable.

Minimum 6 months customer service/help desk/telemarketing experience highly desired. Technical support experience or previous experience preferred.

Prior experience with troubleshooting, problem resolution, and diagnosis for software and applications preferred.

Proficient with Microsoft suite of products and must be able to use a keyboard and type in a quick, accurate pace.

Excellent verbal and written communication skills required.

Excellent customer service skills required.

Past experience and/or desire to work in a self-directed team work environment.

Ability to multi-task and be flexible, and work in an ever changing environment is required.

Ability to speak English clearly and professionally in a business setting is required. Fluency in Spanish is desired.

Must have the availability to work a flexible 8hour shift within our Call Center Hours of Operations. Currently: 6 a.m - 8 p.m. (M-F), and 7 a.m - 4 p.m. (rotating Saturday's)

Please note positions start in January 2010 and are temporary seasonal with assignment duration 4-5 months.

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