*Pearson *

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  

We are seeking a Technical Customer Service Representative to join our dynamic team. This role is pivotal in providing prompt and precise technical support to our Mondly by Pearson customers. As a representative, you will troubleshoot, resolve issues, and ensure customer satisfaction through efficient and friendly service, all within a supportive and inspiring work environment. Advanced proficiency in both English and German is required.

Responsibilities

• 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 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 applications

• Evaluate the frequency of reported technical problems and collaborate with the testing team to solve them

• Promote a culture of partnership, teamwork, innovation and diversity, equity, and inclusion

• Participate in a highly collaborative, customer-centred, data-driven culture that challenges norms with a bias for action and defending it; supports the diversity of thought, experiences, and approaches to problem-solving

• Duly observe all applicable health and safety laws and regulations

*Qualifications & Skills *

• 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

• Operates as a self-aware, effective team player

• Evident fluency in English and German 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 

• Excellent communication skills

• Planning and organization skills

• Excellent attention to detail

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 TalentExperienceGlobalTeam@grp.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: English Language Learning

Schedule: FULL_TIME

Workplace Type:

Req ID: 14402

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