Pearson · 21 hours ago

Technical Support Lead (Virtual Desktop)

Philadelphia, PA

Full-time

Remote

Senior Level, Lead/Staff

Maximize your interview chances

BooksDigital Media

Actively Hiring

Insider Connection @Pearson

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

These positions will include shifts which cover center hours from 7am to 11pm CST Monday through Friday and 9am and 5pm CST on Saturday and Sunday.

May be required to work a rotating shift schedule and weekends.

Perform a high amount of problem resolution, troubleshooting and diagnosing various customer issues.

Serve as an answer point for AVD Support Representatives’ questions and concerns and serve as an escalation point.

Address any observed or reported conduct, attendance, or performance concerns.

Monitor the schedule adherence of all AVD Support Representatives and place outbound calls to reps to cover shift in case of illness/term/abandonment/etc.

Send a Daily Shift Report to management to create visibility to AVD Support’s Performance.

Responsible for independent and timely resolution of routine issues, and for notifying management of non-routine issues that need immediate attention.

Provide complete documentation of issues handled.

Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources.

Perform other related duties as assigned.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Service SkillsCall Center ExperienceSoftware TroubleshootingHardware TroubleshootingConnectivity TroubleshootingPC ExperienceWindows EnvironmentMac Experience