Customer Services Specialist Second Line Support

Job Description

Job title: Customer Services Specialist Second Line Support

Company: Pearson

Job description: Customer Service: Second Line Support

Purpose:

The purpose of the Customer Service Second Line Support Specialist is to provide support to both internal and external customers in all aspects of the delivery of onscreen tests, triaging issues with accessing and/or using Pearson services and providing ad-hoc support for technical queries when required.

Managing the support of incidents and outages, ensuring that customer impact is at the forefront of conversations and working with colleagues to achieve a speedy resolution.

Instrumental in identifying, creating and maintaining support materials on the Pearson website and Knowledgebase.

Contributing to the development of services, working on improvement projects supporting through to completion including conducting comprehensive user acceptance testing and post deployment smoke testing.

Key Accountabilities:

Second Line Technical Support – Receiving escalations from colleagues to support customers that experience technical errors/problems with the software installation process, delivery of onscreen tests or accessing Pearson services. Troubleshooting various IT issues whilst maintaining our high level of customer service.

Owning customer issues through to resolution.

Raising incidents with technology teams working with them to resolve issues.

System Enhancement and User Acceptance Testing – Supporting your manager in identifying potential improvements in systems and processes. Proposing these through the IT change request processes.

Completing UAT of any changes, enhancements and smoke testing in the live environment once deployed to production.

User Guidance – Assist in the production of high-quality user guides, knowledgebase articles, web content and tutorial videos to allow customers to self-serve when using the Pearson services.

Training – assist in the preparation of high-quality training materials and the delivery of training events (online and face-to-face) to customers and colleagues.

Core Competencies:

Providing a customer focused service

Communicating with influence

Working with others to achieve goals

Delivering goals in a changing environment

Taking a creative and innovative approach to work

Maximising potential in self and others

Work Location The Lighthouse, 14 The Quays, Salford Quays, Salford, Manchester, M50 3BF

Office Arrangement 2 days in office, 3 days at home.

Salary 21, 500 to 23, 500

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Corporate Finance

Schedule: FULL_TIME

Req ID: 13913

Expected salary:

Location: Manchester

Job date: Tue, 05 Dec 2023 23:20:04 GMT

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