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Pearson · 2 hours ago

Customer Service Technical Support Administrator

United States

Full-time

Remote

New Grad, Entry Level

$20/hr - $22/hr

Pearson is committed to a world that’s always learning, and they are seeking a Customer Service Technical Support Administrator to provide technical support services to school teachers and staff. The role involves troubleshooting and resolving various technical issues while ensuring effective communication and documentation of user problems and solutions.

BooksDigital MediaEdTechEducationHigher Education

H1B Sponsor Likely

Responsibilities

Troubleshoot and resolve software, hardware, printers, and network issues by listening to the user and asking appropriate questions to build a solution

Log all calls using our in-house call tracking system, creating detailed, accurate entries and escalate when necessary

Specify user problems and provide a detailed solution to resolve each issue

Act as liaison for application problems between users and developers

Assist in the collection of data for identifying user requirements that may result in future system development or training

Keep current with the development of our ever-changing applications

Document products, processes or problems in detail and suggest improvements or solutions

Work with manager to investigate and implement ways of deflecting calls and increasing self-service

Work occasional additional hours, 2nd shift, and/or weekends when necessary

Work to perform other duties that may be necessary for the organization, including manual labor. (Staging materials, packing, inventory, delivery)

Projects - supports continuous improvement initiatives

Other duties as assigned

Qualification

Windows 10/11Office 365Remote troubleshootingTCP/IPBomgarDHCPDNSActive DirectoryNetworking devicesGoogle AppsMulti-taskingStress managementProblem-solvingTeamworkAttention to detail

Required

Ability to manage stressful situations in a calm, courteous, and efficient manner

Strong working knowledge of Windows 10/11 and Office 365

Strong remote troubleshooting and working knowledge of High-Speed connections (DSL/Cable-Modem) and TCP/IP

Working knowledge of Bomgar or comparable remote support tool

An understanding of DHCP, DNS, and Active Directory

Strong troubleshooting and working knowledge of consumer networking devices, wireless devices, Windows file and share permissions, and network printing issues

Experience with Google Apps for Education and Business

Continually updating and optimizing support process and documentation

Ability to make quick and clear decisions in accordance with Connections Academy policy

Meet all deadlines while paying attention to details

Organize, prioritize and multi-task while managing users' expectations

Work effectively as a team member, as well as independently

Problem-solving methodology

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

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Trends of Total Sponsorships

2023 (1)

2021 (1)