Customer Support Associate
Full TimeBookmark Details
Pearson Workforce Skills helps the world recognize lifelong achievement with the most popular platforms for verifying, sharing and managing digital badges and credentials. Our enterprise-class platforms allow organizations to officially verify skills and competencies; distribute portable and secure digital credentials and verified skills; and gain actionable data and insights. Thousands of education institutions, industry associations and employers worldwide use Pearson Workforce Skills to make achievements visible, marketable, and actionable.
Required Skills and Experience:
- Proven experience in a customer support or similar role is advantageous.
- Excellent written and verbal communication skills.
- Strong problem-solving and analytical abilities.
What you will do in this role:
- Customer Communication: Respond promptly and professionally to customer via email and our customer support software, Zendesk.
- Issue Resolution: Diagnose and troubleshoot customer problems, providing effective and efficient solutions while adhering to company policies and procedures.
- Product Knowledge: Develop a deep understanding of our products and services to accurately address customer queries and assist with product-related issues.
- Customer Onboarding: Assist customers with the self-service onboarding process, setting up their accounts and providing access to needed content.
- Documentation: Maintain detailed and accurate records of customer interactions, inquiries, and resolutions in the customer support database.
- Feedback Collection: Proactively gather customer feedback and insights, sharing them with relevant teams to contribute to product improvements and service enhancements.
- Knowledge Base Contribution: Contribute to the development and maintenance of the companys knowledge base by creating informative articles and guides for customers self-help.
Who you are:
- Empathetic and patient with the ability to handle challenging customer situations professionally.
- Organized and tactical, able to handle competing priorities in a fast-paced environment.
- Continuous learner, enjoys staying updated with product updates, industry trends, and customer support best practices to enhance your skills and knowledge.
What you know, have done, can do:
- Experience managing a customer support queue.
- Excellent written communication skills.
- Experience working with a large volume of customers.
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:
The minimum full-time salary range is between $50,000 $55,000.
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