Job summary
Job post source
This job is directly from Pearson
Job overview
The Customer Service Technical Support Administrator at Pearson provides remote technical support to school teachers and staff, ensuring smooth use of educational technology and resolving IT issues to support online learning.
Responsibilities and impact
The role involves troubleshooting software, hardware, printer, and network issues, logging calls, escalating problems, acting as liaison between users and developers, documenting issues, supporting continuous improvement projects, and occasionally performing manual tasks like inventory and delivery.
Experience and skills
Candidates must have strong knowledge of Windows 10/11, Office 365, remote troubleshooting tools like Bomgar, networking concepts (TCP/IP, DHCP, DNS, Active Directory), consumer networking devices, Google Apps for Education, and strong problem-solving and multitasking skills.
Work environment and culture
Pearson fosters an innovative, supportive environment focused on continuous learning and improvement, with recognition as a top workplace and commitment to expanding quality education through technology.
Company information
Pearson is a global education company focused on innovative learning solutions, serving K-12 online education through its Online & Blended Learning group, which supports over 400,000 students worldwide and is recognized for high-quality curriculum and teaching.
Team overview
The position is part of the Customer Support department within Pearson Global Service and Support, serving as the primary contact for families and school staff, providing multi-channel support and escalation assistance.
Job location and travel
This is a remote position with shift options between 8am-6pm EST, requiring occasional additional hours or weekend work.
Application process
Applications are accepted through July 23, 2025, with possible extension based on business needs.
Unique job features
The job offers the opportunity to work remotely supporting a large-scale online education platform, with involvement in continuous improvement initiatives and a variety of technical support tasks.
Company overview
Pearson is a global education company that provides a wide range of educational products and services, including textbooks, digital learning tools, and assessments. They generate revenue through the sale of educational materials, online courses, and standardized testing services. Founded in 1844, Pearson has a rich history of adapting to changes in the education sector, transitioning from traditional publishing to becoming a leader in digital education. Their mission is to help people make progress in their lives through learning.
How to land this job
Tailor your resume to emphasize your technical support skills, specifically your experience with Windows 10/11, Office 365, and remote troubleshooting tools like Bomgar, as these are key requirements for Pearson's Customer Service Technical Support Administrator role.
Highlight your knowledge of networking concepts such as TCP/IP, DHCP, DNS, Active Directory, and consumer networking devices, as well as your ability to manage stressful situations calmly and efficiently, which aligns with the job's responsibilities.
Apply through multiple channels including Pearson’s official careers page, LinkedIn, and other job boards where the position is posted to maximize your chances of being noticed.
Connect with current employees in Pearson’s Virtual Learning or Technology divisions on LinkedIn; use ice breakers like commenting on recent Pearson innovations in online education or asking about their experience working remotely in technical support to start a conversation.
Optimize your resume for ATS by incorporating exact keywords from the job description such as 'technical support,' 'remote troubleshooting,' 'Windows 10/11,' 'Office 365,' 'TCP/IP,' and 'Bomgar' to ensure your application passes initial screenings.
Leverage Jennie Johnson's Power Apply feature to automate tailoring your resume, applying through multiple platforms, and identifying LinkedIn contacts for networking, so you can focus your energy on preparing for interviews and skill enhancement.
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