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Pearson · 14 hours ago

Family Technical Support Analyst I

United States

Full-time

Remote

New Grad, Entry Level

$20/hr - $22/hr

Pearson is a leading provider of virtual education solutions for K–12 students. The Family Technical Support Analyst will provide technical support services to students and caretakers, assisting with technology setup, troubleshooting, and resolving various technical issues.

BooksDigital MediaEdTechEducationHigher Education

H1B Sponsor Likely

Responsibilities

Troubleshoot and resolve software, hardware, printer, and broadband network issues by actively listening to the caller and asking appropriate questions to build a solution

Troubleshoot LMS (online school) issues (Internet/application issues)

Log all calls in call tracking system, creating detailed, accurate entries

Escalate calls when necessary, according to guidelines

Remote into callers’ computers when necessary, using the appropriate department tech support processes

Define and feedback/recap user problems while providing a detailed solution to resolve each issue

Proactively follow-up (outbound) with callers (in between inbound calls) to verify that problems were resolved

Respond to voicemails and Webmails, and create trouble tickets as necessary

Maintain a current level of understanding of the details of home networking, high-speed Internet, and application functionality

Act as liaison for web-based 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 development of new system features

Work with manager to implement products and processes to increase Family Technical Support team efficiencies and quality

Perform other duties as assigned

Handle inbound calls professionally, accurately, consistently, and efficiently

Facilitate the enrollment process by answering general pre-enrollment questions and encouraging families to enroll

Identify families who may need additional support through the enrollment process and transfer to an enrollment counselor

Provide administrative support for the “end of year” school returns process

Perform triage on inbound calls to the main number and transfer to the appropriate staff

Respond to inbound emails, voicemails, and WebMails

Place outbound calls on demand for marketing, enrollment, and other departments as appropriate

Provide training support by nesting with new agents and answering questions as a “rover” in the Training Facility

Act as a subject matter expert and peer mentor for the team as appropriate

Other duties as assigned

Qualification

Technical support experienceRemote troubleshootingWindows 7CompTIA A+CompTIA N+Home networking knowledgeCustomer service skillsCommunication skillsProblem-solving skillsOrganizational skills

Required

Exceptional phone manners and customer service skills

Outstanding written and verbal communications skills

Exceptional interpersonal skills and proven positive attitude

Highly detailed oriented

Proven problem-solving methodology

Outstanding resourcefulness and creativity in providing timely service to callers

Demonstrated ability to learn and apply large amounts of detailed information rapidly

Proven ability to multitask in a fast-paced environment

Excellent organizational and time management skills, including the ability to work within a highly structured schedule with strict policies around time off and attendance

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

Prior technical contact center / Help Desk experience required

Strong working knowledge of the Application Service Provider (ASP) model, Windows 7 and Windows 10, Office 2010 and later, including Word, Excel, PowerPoint, Chrome, Firefox, Edge, and Safari, and the Google Office Suite

Strong remote troubleshooting and working knowledge of ISP's, high speed connections (DSL/Cable-Modem) and TCP/IP

Strong remote troubleshooting and working knowledge of home networking/devices and wireless devices

Ability to make quick and clear decisions in accordance with company policy

Demonstrated ability to organize, prioritize and multitask while managing users' expectations

Preferred

College degree preferred

Mac and/or Chromebook experience a plus

CompTIA A+, and CompTIA N+ a plus

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)