Customer Support Associate

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 company's 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.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

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 [email protected].

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: SALES

Organization: Workforce Skills

Schedule: FULL_TIME

Req ID: 12648