Specialist, Customer Service (Technical Support)

The successful candidate will consistently demonstrate:

Deep empathy for customers experiencing technical challenges

Strong active listening skills

Ability to explain technical concepts to non-technical audiences

Commitment to exceptional customer outcomes

Curiosity and investigative thinking

Determination to uncover root causes

Ability to work through ambiguity

Creative troubleshooting approaches

Ability to manage multiple complex cases simultaneously

Comfort working in fast-paced environments

Ability to remain calm under pressure

Commitment to timely resolution of customer issues

Willingness to mentor peers

Knowledge-sharing mindset

Collaborative approach to solving problems

Strong ownership mentality

Success in this role will be measured through:

First Contact Resolution on advanced technical cases

Escalation ownership and resolution effectiveness

Customer Satisfaction (CSAT)

Customer Effort Score (CES)

Quality and accuracy of technical documentation

Knowledge base contributions

Reduction in repeat contacts

Process improvement recommendations implemented

Technical mentoring contributions

Service Level Agreement (SLA) compliance

Compensation at Pearson is influenced by factors including skill set, experience, and location.

The hourly rate for this role is $21.87 – $40.62.

This position is not bonus eligible. Information on benefits can be found here.

Applications will be accepted through September 30, 2026 . This window may be extended depending on business needs.

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: Customer Success

Job Family: GO_TO_MARKET

Organization: Assessment & Qualifications