At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. 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. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

**Azure Virtual Desktop Support

Education, Skills and Knowledge 

Bachelor's Degree or relevant work experience. Must possess excellent customer service skills.  Call center experience is preferred.  Basic understanding of software, hardware and connectivity troubleshooting principles.  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. 

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 or email.  Responsible for diagnosis and complete resolution of technical issues in a courteous, efficient, and customer-service focused manner via phone or email 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.  Perform other related duties as assigned. 

Working Conditions 

Remote (Work from Home) Office Environment 

NOTE: Hours may vary or change, depending upon needs of business.