Customer Service Analyst
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Job Location:
Baltimore, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Company Summary:
At Pearson were committed to a world thats always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons we are always reexamining the way people learn best whether its one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technologyand each other to surpass these boundarieswe create seeds of learning that become the catalyst for the worlds innovations personal and global large and small.
Pearsons Online & Blended Learning K-12 group provides high-quality highly accountable online education solutions to schools school districts and students in grades K-12. It serves families and schools with a variety of digital learning and online school solutions including Connections Academy International Connections Academy and Pearson 2017 it will deliver online learning to over 400000 students in the U.S. and 48 countries. The group formerly known as Connections Education is based in Columbia Maryland and has been named a Top Workplace by the Baltimore Sun for three consecutive years and a Best Place to Work by Baltimore magazine. Recognized for its outstanding curriculum high-quality teachers and leadership Pearson Online & Blended Learning is committed to expanding quality education through technology and helping students achieve both academic and personal success.
Department Summary:
The Customer Support department is part of the Pearson Global Service and Support team and serves as the primary point of contact for Pearson Online & Blended Learning families and school staff. Through multi-channel support streams we provide general program information enrollment support password reset assistance and account addition we provide escalation assistance process guidance to tier 1 support agents workforce management and quality and training support to Family Support groups.
Position Summary:
The Service Desk Tech 1 School Technical Support is an hourly position with 2 Shift Options; determined at a later time between the hours of 8am-6pm EST. Agents will workremotely providing technical support services to school teachers and staff; as they set up and use our technology from initial startup troubleshooting and virus/spyware removal to resolution of software hardware printer and network issues.
Responsibilities:
- Troubleshoot and resolve software hardware printers and network issues by listening to the user and asking appropriate questions to build a solution.
- Log all calls using our in-house call tracking system creating detailed accurate entries and escalate when necessary.
- Specify user problems and provide a detailed solution to resolve each issue.
- Act as liaison for 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 the development of our ever-changing applications.
- Document products processes or problems in detail and suggest improvements or solutions.
- Work with manager to investigate and implement ways of deflecting calls and increasing self-service.
- Work occasional additional hours 2nd shift and/or weekends when necessary.
- Work to perform other duties that may be necessary for the organization including manual labor. (Staging materials packing inventory delivery).
- Projects - supports continuous improvement initiatives.
- Other duties as assigned.
Requirements:
- Ability to manage stressful situations in a calm courteous and efficient manner.
- Strong working knowledge ofWindows 10/11 andOffice 365.
- Strong remote troubleshooting and working knowledge of High-Speed connections (DSL/Cable-Modem) and TCP/IP.
- Working knowledge of Bomgar or comparable remote support tool.
- An understanding of DHCP DNS and Active Directory.
- Strong troubleshooting and working knowledge of consumer networking devices wireless devices Windows file and share permissions and network printing issues.
- Experience with Google Apps for Education and Business.
- Continually updating and optimizing support process and documentation.
- Ability to make quick and clear decisions in accordance with Connections Academy policy.
- Meet all deadlines while paying attention to details.
- Organize prioritize and multi-task while managing users expectations.
- Work effectively as a team member as well as independently.
- Problem-solving methodology.
Applications will be accepted through 4th December 2025. This window may be extended depending on business needs.
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Required Experience:
IC
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gen ... View more
