Start ASAP - Technical Support Specialists

Location: Pearson Manila
Office Address: 7th Floor, North Tower, Rockwell Business Center, Sheridan corner United Streets, Mandaluyong City

Work Setup: Primarily office-based, with eligibility to transition to a hybrid schedule (2 days per week remote) upon successful completion of training and probation, and demonstrated proficiency in independently resolving technical support cases.

Schedule: 8:00 AM - 5:00 PM UK Time
Please note that work schedules may vary depending on business requirements.

About the Role

We're looking for a Technical Support Specialist who is passionate about technology and delivering exceptional support experiences. In this role, you will serve as the first point of contact for customers using Pearson's digital products and learning platforms, helping them resolve technical issues and ensuring they can access and use our services effectively.

You will be responsible for troubleshooting problems related to digital access, user accounts, platform navigation, system functionality, and order-related concerns. Working closely with cross-functional teams, you'll investigate issues, identify root causes, and provide timely solutions that enhance customer satisfaction and platform usability.

This role is well suited to individuals who enjoy solving problems, learning new technologies, and assisting users in a fast-paced digital environment. Experience supporting online platforms, educational technology solutions, software applications, or SaaS products would be a strong advantage. As part of the team, you'll also have opportunities to contribute to continuous improvement initiatives that help optimize support processes and deliver a seamless customer experience.

Key Responsibilities

• Deliver exceptional technical support to customers through phone, email, and chat channels.
• Troubleshoot and resolve issues related to user accounts, digital access, platform functionality, and online products.
• Investigate reported incidents, identify root causes, and provide effective solutions within established service levels.
• Support customers with subscription management, order processing, billing inquiries, and related service requests.
• Partner with internal teams to escalate and resolve complex technical concerns in a timely manner.
• Accurately document support cases, troubleshooting steps, resolutions, and customer interactions.
• Monitor recurring issues and contribute recommendations to improve systems, processes, and customer experience.
• Keep up to date with product enhancements, platform updates, and support best practices.
• Promote a customer-first mindset by delivering professional, empathetic, and solution-oriented support.

Experience & Skills

• Fresh Graduates are encouraged to apply.
• Previous experience in Technical Support, Customer Service, or a similar role is an advantage but not required.
• Strong analytical thinking and problem-solving abilities with a passion for troubleshooting.
• Quick learner with the ability to adapt to new technologies, systems, and digital platforms.
• Excellent interpersonal skills and the ability to collaborate effectively within a team environment.
• Proficiency in Microsoft Office applications, particularly Word and Excel.
• Strong verbal and written communication skills with the ability to explain technical concepts clearly.
• Customer-focused approach with the ability to remain calm and professional when handling complex issues.
• Detail-oriented, highly organized, and capable of managing multiple priorities simultaneously.
• Self-driven and able to work independently while maintaining productivity and quality standards.
• Flexible and adaptable in a dynamic environment with changing business and customer needs.

Additional Information

• Operational Flexibility: Team members may provide support across multiple products, services, or business functions based on organizational requirements.
• Hybrid Work Eligibility: Employees may be considered for a hybrid work arrangement after successfully completing a minimum three-month probation period, subject to performance and business needs.
• Collaborative Culture: Regular onsite engagement supports knowledge sharing, technical development, team collaboration, and continued learning.

Rewards & Benefits

• Comprehensive healthcare coverage starting on Day 1, including up to two eligible dependents.
• Competitive retirement savings program with enhanced employer contributions from Pearson.
• Access to employee wellness initiatives, support programs, and paid volunteering opportunities.
• Annual compensation reviews and performance-based incentive opportunities.
• Opportunities for professional development, learning, and career growth within a global organization.