Pearson End User Services Assistant in Iowa City, Iowa
End User Services Assistant - ( 2107172 )
We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.
Responsible for providing technical/software service and support to customers through various customer contact touch-points, including telephone, e-mail, Web service applications, fax or Interactive Voice Response. Serves as a key contact with internal and external customers. Responds to complex and or technical product and service questions, methods and procedures issues, and general information inquiries. Performs problem resolution, troubleshooting, diagnosis and repair for hardware, desktop, LAN and mainframe software. Provides conference support via presentations, PC labs, and booths. Manages customer relationships in inbound and outbound environments. Ensures customer satisfaction and customer availability goals are met. Captures and communicates the voice of the customer. Identifies opportunities to cross-sell and up-sell. May be assigned as an on-going account contact, perform site visits, and engage in product demonstrations. Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
REQUIRED KNOWLEDGE AND EXPERIENCE:
2-3 years of hands-on deskside support experience is required.
Demonstrative experience and knowledge supporting various operating systems across multiple device platforms including mobile devices.
Must possess a strong customer service orientation.
Must be adaptive and flexible and have good problem-solving skills.
Must be able to communicate effectively both verbally and in writing.
Must have knowledge of Microsoft Windows, Apple Operating Systems, iOS and Android OS.
Must have functional as well as support capabilities for software, including but not limited to, Microsoft Office, Google Docs and other productivity suites and applications.
Must be able to troubleshoot and repair hardware.
Ability to manipulate tools and components used to install, repair, or otherwise maintain computers, IP phones, and network/ phone cabling is required.
Occasional climbing, crawling, and lifting of equipment up to 50 pounds.
A certification a plus.
Evidence of certification from major hardware vendor (ie. Dell, HP) a plus.
Apple Hardware certification a plus.
Microsoft Certification a plus.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.
Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important.
Reliable attendance and punctuality is critical to successful performance in this role.
Primary Location : US-IA-Iowa City
Job : Technology
Organization : Technology & Operations
Employee Status : Regular Employee
Job Type : Standard
Job Level : Entry Level
Shift : Day Job
Job Posting : Jun 9, 2021
Job Unposting : Ongoing
Schedule: : Full-time Regular
Req ID: 2107172
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