[Remote] Associate, Customer Service Technical Support Administrator

Note: The job is a remote job and is open to candidates in USA. Pearson is committed to a world that’s always learning, and they are seeking an Associate for Customer Service Technical Support. This role involves providing technical support services to school teachers and staff, troubleshooting various issues related to software, hardware, and network connectivity.ResponsibilitiesTroubleshoot and resolve software, hardware, printers, and network issues by listening to the user and asking appropriate questions to build a solutionLog all calls using our in-house call tracking system, creating detailed, accurate entries and escalate when necessarySpecify user problems and provide a detailed solution to resolve each issueAct as liaison for application problems between users and developersAssist in the collection of data for identifying user requirements that may result in future system development or trainingKeep current with the development of our ever-changing applicationsDocument products, processes or problems in detail and suggest improvements or solutionsWork with manager to investigate and implement ways of deflecting calls and increasing self-serviceWork occasional additional hours, 2nd shift, and/or weekends when necessaryWork to perform other duties that may be necessary for the organization, including manual labor. (Staging materials, packing, inventory, delivery)Projects - supports continuous improvement initiativesOther duties as assignedSkillsAbility to manage stressful situations in a calm, courteous, and efficient mannerStrong working knowledge of Windows 10/11 and Office 365Strong remote troubleshooting and working knowledge of High-Speed connections (DSL/Cable-Modem) and TCP/IPWorking knowledge of Bomgar or comparable remote support toolAn understanding of DHCP, DNS, and Active DirectoryStrong troubleshooting and working knowledge of consumer networking devices, wireless devices, Windows file and share permissions, and network printing issuesExperience with Google Apps for Education and BusinessContinually updating and optimizing support process and documentationAbility to make quick and clear decisions in accordance with Connections Academy policyMeet all deadlines while paying attention to detailsOrganize, prioritize and multi-task while managing users' expectationsWork effectively as a team member, as well as independentlyProblem-solving methodologyCompany OverviewPearson 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 SponsorshipPearson 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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