Edtech.com's Summary

Pearson is hiring a Customer Service Analyst to provide remote support and training to Pearson Virtual Schools employees and customers. The role involves handling inbound calls, resolving issues related to educational programs and systems, and collaborating with various departments to enhance the customer experience.

Highlights

Handle inbound calls for school-based staff and customers, providing professional and accurate support.
Problem-solve and research issues using SalesForce, IssueAware, Connexus Help, and other resources.
Develop expertise in Pearson Connexus, third-party resources, and school year cycle tasks.
Collaborate with Technical Enablement Support team and other corporate departments.
Lead projects such as School Representatives Lead or Salesforce initiatives.
Required degree in Education, Education Technology, or related field; Pearson Virtual Schools experience may substitute.
Proficient with Learning Management Systems like Pearson Connexus or GradPoint.
Strong communication, customer service skills, and ability to multi-task.
Technological proficiency in Microsoft OS, MS Office, and Google Applications; Help Desk experience preferred.
Work schedule from 9:00 am to 6:00 pm EST, following break protocols.

Customer Service Analyst Full Description

Customer Service Analyst

USA

Workplace Type: Remote

Job: Infrastructure and Cloud Operations
Schedule: FULL_TIME
Req ID: 20347

Job Description:

Working remotely from a home office, the Customer Service Analyst serves as part of a team dedicated to providing Pearson Virtual Schools employees and customers with exceptional support and training. All members of the School and Application Support Help Desk Team help facilitate school-based employees' ability to enhance the educational experience of students. The Customer Service Analyst provides consistent, professional, courteous, and complete support for all school-based staff, corporate staff, and customers, by handling inbound calls to the School and Application Support Help Desk and assisting our staff and customers to evolve their understanding of our program and Education Management Systems. The Customer Service Analyst will be responsible for answering inbound calls throughout their daily shift from 9:00 am EST – 6:00 pm EST and monitor agent activity in the evenings. Calls often require research and follow up to fully resolve the issue. Research is aided by prior experience, SalesForce call flows, Connexus Help, Guides, and other materials. The Customer Service Analyst is responsible and held accountable for finding answers to callers’ questions and facilitating resolution of an issue. We cover a wide range of issues to be handled, including, but not limited to, Pearson Virtual Schools, school year cycle, data, and school procedures. The Customer Service Analyst will take on various other tasks as assigned by Leadership.

Responsibilities:

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 Technical Enablement Support team, with schools and other corporate departments such as Instructional Program Development, Connexus Management, Software Development, and Operations Departments
Take a lead role in at least one project planning area (School Representatives Lead. Salesforce, etc.)

Qualifications:

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 with hours from 9:00 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

Applications will be accepted through 25th July 2025. This window may be extended depending on business needs.

1179340

Job Family: TECHNOLOGY

#LI-REMOTE

Original Job Description

Customer Service Analyst

USA

Workplace Type: Remote

Job: Infrastructure and Cloud Operations
Schedule: FULL_TIME
Req ID: 20347

Job Description:

Responsibilities:

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 Technical Enablement Support team, with schools and other corporate departments such as Instructional Program Development, Connexus Management, Software Development, and Operations Departments
Take a lead role in at least one project planning area (School Representatives Lead. Salesforce, etc.)

Qualifications:

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 with hours from 9:00 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

Applications will be accepted through 25th July 2025. This window may be extended depending on business needs.

1179340

Job Family: TECHNOLOGY

#LI-REMOTE

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Edtech.com's Summary

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