[Remote] Customer Service Analyst

Note: The job is a remote job and is open to candidates in USA. Pearson is a global leader in education and learning services, dedicated to helping individuals and organizations achieve their full potential through innovative educational solutions. The Part-Time Customer Service Analyst supports Pearson Virtual Schools by providing exceptional customer service and technical assistance to school-based staff and customers, handling inbound calls, troubleshooting issues, and contributing to training initiatives. Responsibilities Handle inbound calls professionally, accurately, and efficiently, ensuring high-quality customer interactions Research and troubleshoot issues related to Pearson Virtual Schools, data, procedures, and system functionalities Transfer calls to appropriate staff or departments when necessary to facilitate issue resolution Utilize issue tracking tools such as Salesforce and IssueAware to document, monitor, and resolve customer inquiries and issues Develop and maintain in-depth knowledge of Pearson Connexus, third-party resources, and school year cycle tasks to support educators and staff effectively Complete projects including customer service training reviews and presentation preparation as directed by leadership Collaborate with internal teams such as Instructional Program Development, Software Development, Operations, and Connexus Management to ensure seamless support and service delivery Contribute to continuous improvement initiatives by providing feedback and participating in training activities Maintain a positive attitude and uphold the company’s commitment to customer satisfaction and educational excellence Skills Degree in Education, Education Technology, or a related field (prior experience with Pearson Virtual Schools can substitute) Experience working within a Pearson Virtual School supported program or similar environment Familiarity with Learning Management Systems such as Pearson Connexus or GradPoint Exceptional phone manners and customer service skills Clear verbal and written communication abilities Effective interpersonal skills with a positive, customer-focused attitude High adaptability and flexibility to changing environments Ability to work a consistent 5-hour shift during standard operating hours (8:00 am – 6:00 pm EST) Proficiency in Microsoft Office Suite, Google Applications, and general technological aptitude Demonstrated ability to multitask and respond effectively to change in a fast-paced environment Strong team collaboration skills and a commitment to group-oriented success Help Desk queue agent experience preferred Benefits Flexible remote work environment allowing for work-life balance Opportunities for professional development and training in educational technology and customer service Engagement with a global leader in education, contributing to meaningful educational outcomes Access to company resources and support networks for remote employees 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 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.