Customer Service Technical Support Administrator at Pearson

| Nashville, TN
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Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose - to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world's leading learning company. Learn more at pearsonplc.com.

The Course Operation Specialist is responsible for supporting the setup, delivery and maintenance of our suite of online courses. This includes reviewing course content, assisting students and staff with technical and content-related questions, and identifying ways to continuously improve systems and processes.

Primary Responsibilities

  • Set up and support the delivery of online courses in line with academic calendar.
  • Review course content as applicable.
  • Troubleshoot technical issues with students and faculty.
  • Evaluate students through Proctored Exam review process.
  • Complete routine and assigned projects that require technical fluency.
  • Assist customers, faculty, and coworkers by email in a helpful, positive, and timely manner.
  • Maintain comprehensive written records for all customer interactions.
  • Maintain flexibility, a positive attitude, and a willingness to complete any additional tasks as assigned by supervisor.

Qualifications

  • 4 year Degree from an accredited institution OR appropriate combination of education and experience
  • 1 - 2 years previous Higher Education Administration or Course Operations experience preferred
  • 1 - 2 years of Technical Support using a ticketing system preferred
  • Academic profile preferred
  • Knowledge/experience of Canvas and/or Salesforce a plus
  • Ability to focus for extended periods of time on highly detailed tasks
  • Ability to identify and resolve problems in a timely manner; Develop alternative solutions
  • Strong communication skills both written and verbal

Supervisory Responsibilities

  • No supervisory responsibilities.

As required by the Colorado Equal Pay Transparency Act, Pearson provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only , the range of starting pay for this role is $16 - $22 . This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

Job: CUSTOMER SERVICE

Organization: Workforce Skills

Schedule: FULL_TIME

Req ID: 3881
More Information on Pearson
Pearson operates in the Edtech industry. The company is located in Chandler, AZ, Iowa City, IA, Minneapolis, MN, Tupelo, MS, Concord, NH, Hoboken, NJ, Albuquerque, NM and San Antonio, TX. Pearson was founded in 1871. It has 29811 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 1630 open jobs at Pearson, click here.
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