E Support Technician

Pearson is an international media company with market-leading businesses in education, business information and consumer publishing. Pearson's education business represents about two-thirds of the company, and Penguin publishing and the Financial Times make up the balance. With more than 30,000 employees based in 60 countries, we are a family of businesses that draws on common assets, processes and shares a common purpose: to help our customers live and learn.Pearson is an Equal Opportunity Employer M/F/V/D, and a member of E-Verify. The position is a customer service and computer technical resource responsible for customer technical support services. This individual works within a highly interactive team environment to provide technical support for customers of Harcourt's online testing products and solutions.This position will provide helpdesk support via telephone and e-mail.Log, triage, and route customer support issues to other functional groups as appropriate.Create and maintain detailed documentation of support processes and procedures.Execute assigned activities as directed and provide routine follow up and status reports to management.Identify and recommend opportunities for improving processes and procedures. Experience required:This position requires at least 3 to 5 years of desktop computing and customer service experience.Excellence in customer care is paramount in this role. Must have solid experience with Internet browsers, operating system support (Windows, Macintosh), technical support, troubleshooting and resolution.Education required:Associate's degree.Personality attributes/skills required:Analytical skills, Attention to Detail, Communication, Cooperation, Customer Focus, Dependability, Initiative, Judgment, Problem Solving, Reasoning, Results Oriented, Teamwork and Willingness and ability to learn