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Pearson · 5 hours ago

Customer Service Analyst

United States

Part-time

Remote

New Grad, Entry Level

$26K/yr - $28K/yr

Pearson is the world's lifelong learning company, dedicated to helping people realize their potential through education. The Part-Time Customer Service Analyst will provide exceptional support and training for Pearson Virtual Schools employees and customers, handling inbound calls and resolving issues related to educational management systems.

BooksDigital MediaEdTechEducationHigher Education

H1B Sponsor Likely

Responsibilities

Handle inbound calls professionally, accurately, consistently, and efficiently

Work to problem solve issues that are called in or assigned, until the issue is resolved

Transfer inbound calls to the appropriate staff when applicable

Work with IssueAware tickets (those assigned and those created), Salesforce, and other programs as needed to track and resolve issues

Develop and maintain an in-depth expertise in Connexus, Pearson Connexus, third party resources, and school year cycle tasks to support teachers and school staff

Complete various projects such as meeting presentations or customer service training reviews as defined by Leadership

Work collaboratively as a member of the Customer Support team, with schools and other corporate departments such as Instructional Program Development, Connexus Management, Software Development, and Operations Departments

Qualification

Pearson Virtual Schools experienceLearning Management SystemsCustomer service skillsTechnological proficiencyClear communicationMulti-taskingInterpersonal skillsPositive attitudeAdaptabilityTeam player

Required

Degree in Education, Education Technology, or a related field required - Prior Experience with Pearson Virtual Schools can substitute for this requirement

Prior experience working within a Pearson Virtual Schools supported school or program

Familiarity with the Learning Management Systems (Pearson Connexus, or GradPoint)

Exceptional phone manners and customer-service skills

Clear verbal and written communications

Effective and consistent interpersonal skills

Positive attitude with a customer-focused approach

High degree of adaptability and flexibility

Commitment to a regular schedule of a 5-hour shift during normal operating hours from 8:00 am EST – 6:00 pm EST following break protocols as outlined by the employee handbook

Demonstrated ability to work well in fast-paced environment

Ability to multi-task and respond to change

Team player track record and commitment to a group-oriented approach

Technologically proficient (especially with Microsoft OS, MS Office, and Google Applications)

Preferred

Help Desk queue agent experience is preferred

Company

Pearson

Glassdoor3.7

Pearson operates as a media and education company that offers a wide range of services to its customers.

Founded in 1998

London, England, GBR

10001+ employees

https://www.pearson.com/

H1B Sponsorship

Pearson has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (1)

2021 (1)