Product Support Tier I

Pearson Education is a division of Pearson PLC, the international media company with market leading businesses in education, business information and consumer publishing.
Primary operations include the Financial Times and Penguin Books group. Pearson Education is the world's largest manufacturer of educational materials.

Pearson Digital Learning focuses exclusively on educational technology solutions delivered to the K-12 market. For more information about PDL and their products visit
Our website at http://www.pearsondigital.com

Pearson Education is an Equal Opportunity Employer M/F/V/D.

1. Troubleshooting/analyzing incoming customer calls related to software/hardware issues. Determines escalation path and provides alternative solutions to meet the customer's needs. 75%
2. Analyzing/testing data and software to determine the type of problems the customer is encountering which could include software bugs, client set up, corrupted data, etc. 15%
3. Acquire, maintain and transfer the knowledge to support personnel of PDL products. 5%
4. Departmental administrative tasks. 5%

Proficient in all MS Office applications
- Knowledgeable and proficient with Internet usage and terminology
- Working knowledge of backend databases to include one or more of the following: SQL Oracle dBASE 4, etc.
- Working knowledge of a Mac and/or Novell environments a plus
- Experience working with Windows desktop
- Experience working with server operating systems a plus
- Experience working at a Technical Help Desk / Support Center
- Experience in troubleshooting software and/or hardware issues using various media
- Ability to work under pressure in a high call volume environment - must be able to multi-task and prioritize
- Excellent oral and written communication skills
- Flexible team player attitude is critical
- Bi-lingual skills (Spanish/English) strongly preferred.

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hiring authority for this position. Access the online response form at:
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