[Remote] Associate, Family Technical Support Analyst I

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.ResponsibilitiesTroubleshoot and resolve software, hardware, printer, and broadband network issues by actively listening to the caller and asking appropriate questions to build a solutionTroubleshoot LMS (online school) issues (Internet/application issues)Log all calls in call tracking system, creating detailed, accurate entriesEscalate calls when necessary, according to guidelinesRemote into callers’ computers when necessary, using the appropriate department tech support processesDefine and feedback/recap user problems while providing a detailed solution to resolve each issueProactively follow-up (outbound) with callers (in between inbound calls) to verify that problems were resolvedRespond to voicemails and Webmails, and create trouble tickets as necessaryMaintain a current level of understanding of the details of home networking, high-speed Internet, and application functionalityAct as liaison for web-based 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 development of new system featuresWork with manager to implement products and processes to increase Family Technical Support team efficiencies and qualityPerform other duties as assignedHandle inbound calls professionally, accurately, consistently, and efficientlyFacilitate the enrollment process by answering general pre-enrollment questions and encouraging families to enrollIdentify families who may need additional support through the enrollment process and transfer to an enrollment counselorProvide administrative support for the “end of year” school returns processPerform triage on inbound calls to the main number and transfer to the appropriate staffRespond to inbound emails, voicemails, and WebMailsPlace outbound calls on demand for marketing, enrollment, and other departments as appropriateProvide training support by nesting with new agents and answering questions as a “rover” in the Training FacilityAct as a subject matter expert and peer mentor for the team as appropriateOther duties as assignedSkillsExceptional phone manners and customer service skillsOutstanding written and verbal communications skillsExceptional interpersonal skills and proven positive attitudeHighly detailed orientedProven problem-solving methodologyOutstanding resourcefulness and creativity in providing timely service to callersDemonstrated ability to learn and apply large amounts of detailed information rapidlyProven ability to multitask in a fast-paced environmentExcellent organizational and time management skills, including the ability to work within a highly structured schedule with strict policies around time off and attendanceDemonstrated ability to manage stressful situations in a calm, courteous and efficient mannerPrior technical contact center / Help Desk experience requiredStrong 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 SuiteStrong remote troubleshooting and working knowledge of ISP's, high speed connections (DSL/Cable-Modem) and TCP/IPStrong remote troubleshooting and working knowledge of home networking/devices and wireless devicesAbility to make quick and clear decisions in accordance with company policyDemonstrated ability to organize, prioritize and multitask while managing users' expectationsMac and/or Chromebook experience a plusCollege degree preferredCompTIA A+, and CompTIA N+ a plusCompany 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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