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Title: Family Technical Support Analyst I
Location: Columbia, MD (remote)
Company Summary : Pearson Virtual Schools is a leading, fully-accredited provider of high-quality, highly accountable virtual education solutions for students in grades K–12. Pearson Virtual Schools is committed to expanding quality education through technology and helping students achieve both academic and personal success.
Since 2001, the company’s Connections Academy division has delivered individualized learning to students through virtual public schools and a private online academy. In the 2023-24 school year, 45 Connections Academy virtual public schools will operate in 29 states and expect to serve more than 100,000 students in grades K-12 (some schools do not serve all grades) from across the U.S.
The District Partner division meets the needs of schools, school districts, and other institutions looking to develop and enhance their online learning programs. The division overseeing District Partner clients delivers a full range of targeted digital learning solutions to the K-12 education community including online courses, a program for homebound students, a digital learning platform, and more. Hundreds of schools, school districts, state departments of education and other educational institutions, serving tens of thousands of students throughout the U.S. and beyond, are already utilizing Connections Learning products and services.
Position Summary :
Family Technical Support will work remotely as part of our contact center primarily providing technical support services to students and caretakers as they set up and use our technology to learn at a distance from initial startup, troubleshooting, and virus/spyware removal to resolution of software, hardware, printer, and broadband network issues.
Family Technical Support Analyst Responsibilities :
• Troubleshoot and resolve software, hardware, printer, and broadband network issues by actively listening to the caller and asking appropriate questions to build a solution
• Troubleshoot LMS (online school) issues (Internet/application issues)
• Log all calls in call tracking system, creating detailed, accurate entries
• Escalate calls when necessary, according to guidelines
• Remote into callers’ computers when necessary, using the appropriate department tech support processes
• Define and feedback/recap user problems while providing a detailed solution to resolve each issue
• Proactively follow-up (outbound) with callers (in between inbound calls) to verify that problems were resolved
• Respond to voicemails and Webmails, and create trouble tickets as necessary
• Maintain a current level of understanding of the details of home networking, high-speed Internet, and application functionality
• Act as liaison for web-based 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 development of new system features
• Work with manager to implement products and processes to increase Family Technical Support team efficiencies and quality
• Perform other duties as assigned, including manual labor, such as staging materials, packing, inventory, and delivery
Customer Connections Support Responsibilities :
• Handle inbound calls professionally, accurately, consistently, and efficiently
• Facilitate the enrollment process by answering general pre-enrollment questions and encouraging families to enroll
• Identify families who may need additional support through the enrollment process and transfer to an enrollment counselor
• Provide administrative support for the “end of year” school returns process
• Perform triage on inbound calls to the main number and transfer to the appropriate staff
• Respond to inbound emails, voicemails, and WebMails
• Place outbound calls on demand for marketing, enrollment, and other departments as appropriate
• Provide training support by nesting with new agents and answering questions as a “rover” in the Training Facility
• Act as a subject matter expert and peer mentor for the team as appropriate
• Other duties as assigned
Requirements :
• Exceptional phone manners and customer service skills
• Outstanding written and verbal communications skills
• Exceptional interpersonal skills and proven positive attitude
• Highly detailed oriented
• Proven problem-solving methodology
• Outstanding resourcefulness and creativity in providing timely service to callers
• Demonstrated ability to learn and apply large amounts of detailed information rapidly
• Proven ability to multitask in a fast-paced environment
• Excellent organizational and time management skills
• Demonstrated ability to manage stressful situations in a calm, courteous and efficient manner
• Prior technical contact center / Help Desk experience required
• Strong 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, Internet Explorer and Safari, and the Google Office Suite
• Mac experience a plus
• Strong remote troubleshooting and working knowledge of ISP’s, high speed connections (DSL/Cable-Modem) and TCP/IP
• Strong remote troubleshooting and working knowledge of home networking/devices and wireless devices
• Ability to make quick and clear decisions in accordance with company policy
• Demonstrated ability to organize, prioritize and multitask while managing users’ expectations
• College degree preferred
• CompTIA A+, and CompTIA N+ a plus
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State, and New York City laws, the pay range for this position is as follows:
The full-time salary range is between $20/hr. – $22/hr.
This position is not bonus eligible, and information on benefits offered is here .
What to expect from Pearson
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
Job: CUSTOMER SERVICE
Organization: Virtual Learning
Schedule: FULL_TIME
Workplace Type: Remote
Req ID: 16340
