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Company | Pearson |
Address | Minneapolis, MN, United States |
Employment type | FULL_TIME |
Salary | |
Category | Higher Education |
Expires | 2023-08-29 |
Posted at | 9 months ago |
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.
- Excellent written and verbal communication skills.
- Proven experience in a customer support or similar role is advantageous.
- Strong problem-solving and analytical abilities.
- Product Knowledge: Develop a deep understanding of our products and services to accurately address customer queries and assist with product-related issues.
- Issue Resolution: Diagnose and troubleshoot customer problems, providing effective and efficient solutions while adhering to company policies and procedures.
- 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.
- Customer Communication: Respond promptly and professionally to customer via email and our customer support software, Zendesk.
- Documentation: Maintain detailed and accurate records of customer interactions, inquiries, and resolutions in the customer support database.
- Customer Onboarding: Assist customers with the self-service onboarding process, setting up their accounts and providing access to needed content.
- Feedback Collection: Proactively gather customer feedback and insights, sharing them with relevant teams to contribute to product improvements and service enhancements.
- 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.
- Empathetic and patient with the ability to handle challenging customer situations professionally.
- Experience working with a large volume of customers.
- Excellent written communication skills.
- Experience managing a customer support queue.
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