Education, Skills and Knowledge
High School Diploma or equivalent required.
Must possess excellent customer service skills.
Call center experience is preferred.
A very friendly and helpful attitude and the ability to manage simultaneous tasks.
Ability to work as a member of a team is required.
Must have excellent oral and written communication skills.
Excellent attendance is required.
Experience working with a PC and a Windows environment is required.
Experience working with a Mac is preferred, but not required.
Basic Purpose and Objectives
Provide exceptional inbound and outbound general and technical support to internal customers by demonstrating a friendly and helpful attitude, promptness, attentiveness and a focus on resolving issues efficiently on the first contact.
Organizational Relationships
Reports to and direction received from:
Scoring Support Shift Supervisors (Primary)
Scoring Support Manager (Secondary)
Overall Functions and Responsibilities
These positions will include shifts which cover center hours from 7am to 11pm Monday through Friday and 9am and 5pm on Saturday and Sunday.
May be required to work a rotating shift schedule and weekends.
Responsible for providing accurate answers to internal customer questions or concerns in a courteous, efficient, and customer-service focused manner via phone, email or chat.
Responsible for diagnosis and complete resolution of technical issues in a courteous, efficient, and customer-service focused manner via phone, email or chat using documented solutions.
Responsible for calling remote employees in an efficient, courteous, and supportive manner.
Serve as an escalation point as needed to the appropriate department for resolution.
Responsible for independent and timely resolution of routine issues, and for notifying management of non-routine issues that need immediate attention.
Provide complete documentation of issues handled.
Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources.
May be times where escalation to on-call Support Shift Supervisor is necessary. These scenarios are only when a Shift Supervisor isn't scheduled during off-peak scoring times.
Perform other related duties as assigned.
Working Conditions
Office environment.
NOTE: Hours may vary or change, depending upon needs of business.
The pay rate for this role is from $17 - $18 per hour
This position is not bonus eligible, and information on benefits offered is here _.
Applications will be accepted through December 26, 2025. This window may be extended depending on the business needs._
Who we are:
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
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 TalentExperienceGlobalTeam@grp.pearson.com.
Job: Evaluation
Job Family: CUSTOMER SERVICE
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Workplace Type: Remote
Req ID: 21419
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