Note: The job is a remote job and is open to candidates in USA. Pearson Virtual Schools is a leading provider of virtual education solutions for K–12 students. The Family Technical Support Analyst I will provide remote technical support to students and caretakers, addressing issues related to software, hardware, and online learning systems.
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
Skills
- 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
- Mac and/or Chromebook experience a plus
- College degree preferred
- CompTIA A+, and CompTIA N+ a plus
Company Overview
Pearson operates as a media and education company that offers a wide range of services to its customers. It was founded in 1998, and is headquartered in London, England, GBR, with a workforce of 10001+ employees. Its website is https://www.pearson.com/.Company H1B Sponsorship
Pearson has a track record of offering H1B sponsorships, with 1 in 2023, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.
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