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
Requirements
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)
Help Desk queue agent experience is preferred
Additional Instructions
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
Perks and Benefits
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location.
The part-time salary range is between $26,400 - $28,100. This position is not bonus eligible, and information on benefits offered is here.
