Job Description

Title: Customer Service Technical Support Administrator

Location: United States

Categories: Media / Publishing Education/Higher Education
Job Description:

Company Summary : Pearson Virtual Schools is a leading, fully-accredited provider of high-quality, highly accountable virtual education solutions for students in grades K12. 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. More than 300 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