Technical Customer Service Representative with German

Pearson  

At Pearson, we are committed to a world that is always learning and to our talented team who makes it all possible. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people learn whatever, wherever and however they choose. 

 

Role Overview  

We are seeking a Technical Customer Service Representative to join our dynamic team. This role is pivotal in providing prompt and precise technical support to our Mondly by Pearson customers. As a representative, you will troubleshoot, resolve issues, and ensure customer satisfaction through efficient and friendly service, all within a supportive and inspiring work environment. Advanced proficiency in both English and German is required.

 

Responsibilities 

• Maintain an excellent product knowledge and the entire product range information by constant communication with the product team and review of the technical documentation  
• Display the highest level of written communication to our customers throughout all email and chat technical support activities 
• Handle all incoming complaints and requests in line with the company policies 
• Identify customer needs and help customers use specific features of the Mondly products 
• Follow up with customers to ensure their technical issues are resolved 
• Update our internal databases with information about technical issues and useful discussions with customers 
• Monitor customer complaints on all our platforms and reach out to provide technical assistance 
• Report issues identified by users and propose technical changes to improve Mondly applications 
• Evaluate the frequency of reported technical problems and collaborate with the testing team to solve them 
• Promote a culture of partnership, teamwork, innovation and diversity, equity, and inclusion 
• Participate in a highly collaborative, customer-centred, data-driven culture that challenges norms with a bias for action and defending it; supports the diversity of thought, experiences, and approaches to problem-solving 
• Duly observe all applicable health and safety laws and regulations

 

Qualifications & Skills  

• Demonstrable professional experience in technical customer service 
• Technical savviness and ability to understand technical products features and functionalities 
• Good understanding of different operating systems, mobile and web technologies and technical flows 
• Familiarity with Zendesk or other ticketing systems 
• Operates as a self-aware, effective team player  
• Evident fluency in English and German Language, being confident in speaking, reading and writing communication 
• Enthusiastic, passionate and thrives on thinking outside of the box to create new best-in-class experiences  
• Action-oriented with a “roll up your sleeves approach”  
• Persuasive negotiator and influencer   
• Technical proficiency   
• Excellent communication skills 
• Planning and organization skills 
• Excellent attention to detail