Help Desk Specialist

Help Desk Specialist

Job ID: 2013-20442
# of Positions: 1
Posted Date: 9/27/2013
Job Location: US-NY-White Plains
Position Type: Term of Project - Full Time
Category: Information Technology

Overview

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 reexamining 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 an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, veterans, and people with disabilities are encouraged to apply.

Responsibilities

The mission of the Customer Technical Support Helpdesk Analyst is to provide ongoing timely and accurate technical support solutions to customers using our digital products (CD-ROM/DVD-ROM, mobile, online, etc), while demonstrating strong customer service skills, and aware of all SLA's and work within them. This key role includes day-to-day management of Technical Support calls from customers, as well as internal Pearson business groups.

Responsibilities include:
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Communicate with customers by e-mail, instant live chat, forum and phone
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For new issues, attempt to reproduce the problem and identify and document a solution
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Handle issues until resolution is achieved
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Record all customer cases in customer support system
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Create Access Codes or Access file for CD-ROM or online products and communicating these access codes to the customer using subscription management system
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Escalate incidents when appropriate to customer support manager or using defect tracking system.
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Acquire and maintain detailed knowledge of products, issues, and resolutions.
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Share knowledge of new issues and solutions to the Customer Support team.
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Assist in maintaining and creating help documents for online support website.
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Be able to provide product/system technical support training to other staff.
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Assist with the creation of regular reports about support volume and requests where necessary
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Work on special multimedia production or technical projects as assigned.
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New products testing (QA) on multiple operating systems, browser and languages (Windows, MAC, Linux, etc)
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Work with existing Tech Support structure in disparate locations around the Globe and provide support coverage where necessary.
- Be able to provide support coverage during holiday and weekend where necessary

Qualifications
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Minimum of 2 years experience in customer technical support for technology-based educational products.
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Proven experience working effectively in a team environment to support high quality educational products.
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Excellent oral and written communications skills for customer support via phone or email.
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Excellent customer, client and third party relationship skills
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Solid Technical skills and understanding. Particularly of Windows, OSX, and Linux
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Very strong browser skills and understanding on all major Internet browsers
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Able to explain and document technical issues to a non technical audience.
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Ability to learn new technical skills or software quickly - able to engage with complex concepts.
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Solid understanding of Internet workings and protocols. Also an understanding of cloud technologies.
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Solid team player, but able to work in isolation, and trust own capability
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Flexible and willing to take on new tasks when the need arises, occasionally open to working overtime
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Foreign language fluency a plus (especially Spanish, Japanese, Korean, or Chinese)
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Some working knowledge of HTML and Microsoft Office Suite proficiency
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Must be able to lift at least 50lb

Education:
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Associate's degree or higher in Computer Information System or related field. Formal knowledge of technology-based language instruction preferred.
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Microsoft MCP certification a plus