Customer Service Assistant

📌 Core Information

🔹 Job Title: Customer Service Assistant

🔹 Company: Pearson

🔹 Location: Spain

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: April 01, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Handling complex technical issues and troubleshooting escalated cases.
• Collaborating with cross-functional teams for timely issue resolution.
• Coordinating between customers and internal teams to ensure customer satisfaction.
• Maximizing customer success with Pearson digital solutions to improve teaching and learning outcomes.

ASSUMPTION: Given the global trend and the growing importance of English learning, the role is likely focused on supporting Pearson's digital solutions specifically for the English language learning market in Spain. Assumed details include the need for strong communication skills for handling technical issues across a linguistic and cultural landscape.

📋 Key Responsibilities

✅ Investigate and resolve Tier 2 escalations from support, customers, and stakeholders.

✅ Diagnose technical, product, and integration issues across various ELL platforms.

✅ Work with customers to reproduce and document technical problems.

✅ Provide workarounds ensuring minimal disruption to end users.

✅ Escalate unresolved technical issues to higher tiers, ensuring thorough documentation.

✅ Facilitate communication between customer support and technical teams.

✅ Test and validate bug fixes with Quality Assurance and Engineering teams.

✅ Follow up on escalated cases to ensure resolution and satisfaction.

✅ Report incidents and escalate risks appropriately to management.

✅ Identify recurring issues and contribute to process improvements.

✅ Update and improve internal documentation and FAQs.

✅ Provide feedback to Product and Engineering teams to enhance platform reliability.

ASSUMPTION: Assumed details about responsibilities include a focus on high-level customer service and technical expertise due to the complexity of the issues being handled.

🎯 Required Qualifications

Education: BA degree or higher (preferred but not required)

Experience: Minimum of 1 year in technical support, Product, Marketing, Account Management, or Customer Success

Required Skills:

• Spanish C2 or native proficiency
• English B2/B3 proficiency
• Computer proficiency

Preferred Skills:

• Knowledge in Oracle and eCommerce
• BA degree or higher

ASSUMPTION: Given the role is focused on a Spanish market with a global company, language proficiency is critical. English proficiency is also important given the company's international presence.

💰 Compensation & Benefits

Salary Range: Not specified. Typically in Spain, similar roles might range between €20,000 to €30,000 annually depending on experience.

Benefits:

• Competitive salary according to market standards
• Opportunities for professional development
• Access to Pearson's educational resources

Working Hours: Full-time, 40 hours a week

ASSUMPTION: Assumed compensation details based on industry standards and company reputation. No specific details given in the listing.

📌 Applicant Insights

🔍 Company Context

Industry: Education, specializing in English language learning and digital educational content

Company Size: 10,001+ employees indicating a large and structured organization with ample resources for professional growth

Founded: Not specified, but Pearson is a historic and renowned entity in the educational sector

Company Description:

• World's leading learning company with a global presence
• Committed to creating enriching learning experiences
• Offers digital content, assessments, qualifications, and data services

Company Specialties:

• Digital educational platforms
• Language learning content
• Assessment and qualification services

Company Website: https://plc.pearson.com/

ASSUMPTION: Assumed Pearson's industry context and company culture is heavily rooted in education innovation, suggesting a work culture oriented towards lifelong learning and development.

📊 Role Analysis

Career Level: Entry to mid-level, suitable for someone looking to grow within customer support or educational technologies

Reporting Structure: Likely reports to a Customer Support Manager or Coordinator

Work Arrangement: Full-time, on-site role focused on customer interaction and support processes

Growth Opportunities:

• Professional development within Pearson's various departments
• Opportunity to work with a diverse, global team
• Exposure to cutting-edge educational technologies and trends

ASSUMPTION: Assumed the role offers significant growth because of Pearson's size and the dynamic nature of the education technology sector.

🌍 Location & Work Environment

Office Type: Standard office environment suitable for collaborative and independent work

Office Location(s): Specific to Pearson’s operations in Spain, exact address not specified

Geographic Context:

• Spain's strategic location as a bridge between Europe and Latin America
• Rich cultural environment enhancing the company’s global diversity insistence
• Part of a broader European network of Pearson offices

Work Schedule: Standard workweek with potential for flexibility based on customer needs

ASSUMPTION: Assumed work environment leverages Spain's central role within European and global education markets.

💼 Interview & Application Insights

Typical Process:

• Submit online application
• Initial screening call with HR
• Technical interview with team leads
• HR interview focusing on cultural fit
• Final decision and verbal offer

Key Assessment Areas:

• Technical support acumen
• Problem-solving skills
• Language proficiency in Spanish and English

Application Tips:

• Highlight technical and language skills in your resume
• Prepare to discuss past experiences handling complex issues
• Research Pearson’s culture and values

ATS Keywords: Technical Support, Troubleshooting, Bilingual, Customer Success, Digital Learning

ASSUMPTION: Assumed typical processes based on common practices in multinational corporations and emphasized technical and language competencies accordingly.

🛠️ Tools & Technologies

• Learning Management Systems (LMS)
• APIs and third-party integrations
• Oracle and eCommerce platforms

ASSUMPTION: Assumed tools based on the technical nature of the job and the platforms mentioned in the description, focusing on education technology solutions.

👔 Cultural Fit Considerations

Company Values:

• Commitment to lifelong learning
• Fostering diversity and inclusion
• Innovation and quality in education

Work Style:

• Proactive problem-solving
• Collaborative and team-oriented
• Fast-paced with a focus on continuous improvement

Self-Assessment Questions:

• How do I handle complex technical issues?
• Am I comfortable working in a bilingual environment?
• Do I align with Pearson's values in education?

ASSUMPTION: Pearson being an education leader, it is assumed that cultural fit weighs heavily on an innovative and inclusive mindset.

⚠️ Potential Challenges

• Handling escalated technical issues effectively
• Maintaining high customer satisfaction
• Balancing multiple priorities in a fast-paced environment
• Working across cultural and linguistic boundaries

ASSUMPTION: Challenges are based on the complexity of the role and its international context.

📈 Similar Roles Comparison

• Similar roles may lean less on language proficiency outside target markets.
• May require less collaborative work with cross-functional teams.
• Could offer varied technical support responsibility based on company scale.

ASSUMPTION: Comparisons are based on Pearson's global role and the specialized nature of their customer service requirements.

📝 Sample Projects

• Developing a comprehensive FAQ for ELL platforms
• Collaborating on a troubleshooting guide for new product launches
• Documenting recurring technical issues for process improvement

ASSUMPTION: Projects inferred based on typical responsibilities and goal-oriented tasks common to the role.

❓ Key Questions to Ask During Interview

• What does a typical day look like in this role?
• How does the company support employee professional growth?
• Can you provide examples of successful issue resolutions in this team?
• What are the main challenges currently facing the customer support team?
• How does Pearson prioritize customer satisfaction in its services?

ASSUMPTION: Key questions are suggested to gain insight into daily operations and company support mechanisms.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link (hypothetically provided, as not specified)
• Ensure your resume highlights relevant technical and bilingual capabilities
• Prepare for a potential screening call or technical assessment
• Research Pearson's latest initiatives in digital learning
• Prepare to discuss your problem-solving experience in past roles

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.