Remote Supervisor Customer Service Technical Support at Pearson
Job Description
At Pearson, we are committed to a world that is always learning and to our talented team who makes it all possible. 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. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people learn whatever, wherever and however they choose.
Role Overview
Are you passionate about delivering exceptional technical customer support and leading a team to excellence? We are seeking a dedicated Technical Customer Service Coordinator to play a pivotal role in ensuring our customers receive prompt and accurate technical assistance. As a key member of our team, you will also provide guidance and support to our Customer Service Team, equipping them with the tools and knowledge necessary for success.
Responsibilities
- Lead and motivate a highly skilled team of Technical Customer Care Specialists
- Maintain an excellent product knowledge and the entire product range information by constant communication with the Product team and review of the technical documentation
- Display the highest level of written communication to our customers throughout all email and chat technical support activities
- Handle all incoming complaints and requests in line with the company policies
- Identify customer needs and help customers use specific features of the Mondly by Pearson products
- Follow up with customers to ensure their technical issues are resolved;
- Update our internal databases with information about technical issues and useful discussions with customers;
- Monitor customer complaints on all our platforms and reach out to provide technical assistance;
- Report issues identified by users and propose technical changes to improve Mondly by Pearson applications to the technical teams;
- Evaluate the frequency of reported technical problems and collaborate with the testing team to solve them.
- Provide the necessary feedback, training and development to customer care staff to improve their accuracy, productivity, quality and overall work standards
- Coordinate incoming workflow, customer care tasks and daily routine
- Quality Control – ensure staff are working to the highest standards at all times delivering excellence in service
- Recruit, retain and develop top talent
- Provide inspirational, value driven leadership to the team such that they develop and are confident and capable in execution
- Provide direction, guidance and training to their team; manage the onboarding plan of new employees and ensure consistency around practices, tools and technologies used inside the team.
Qualifications & Skills
- Degree (or equivalent) preferred or an equivalent combination of education and successful work experience
- Demonstrable professional experience in technical customer service
- Technical savviness and ability to understand technical products features and functionalities
- Good understanding of different operating systems, mobile and web technologies and technical flows
- Familiarity with Zendesk or other ticketing systems
- First class leadership skills; able to inspire and motivate teams around a continuously evolving agenda designed to delight our customers
- Operates as a self-aware, effective team player
- Experience of working and thriving in a global matrix organization is a plus
- Evident fluency in English Language, being confident in speaking, reading and writing communication
- Enthusiastic, passionate and thrives on thinking outside of the box to create new best-in-class experiences
- Action-oriented with a “roll up your sleeves approach”
- Persuasive negotiator and influencer
- Technical proficiency
- Teaching/training skills; motivated by coaching others to win
- Robust decision making – based on evidence and data
- Planning and organization skills
- Excellent attention to detail
- Product knowledge and industry expertise
- Planning and organization skills
What’s in it for you:
- An opportunity to shape the future of language learning in the international market;
- Access to tech teams from Google, Apple, and Facebook;
- Motivating salary packages and bonuses;
- An engaging and collaborative work environment;
- Ambitious team with great objectives;
- Training and professional development;
- An excellent framework for innovation;
- Private medical subscription;
- Flexible working hours;
- Possibility to work from home or remotely.
Join our team, where your technical prowess and leadership will play a crucial role in our commitment to excellence. It’s time to embark on a rewarding journey with us, making a significant impact in the world of customer service.