Family Technical Support Analyst I

Pearson

23h•$20 - $22•Remote

About The Position

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.

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, including the ability to work within a highly structured schedule with strict policies around time off and attendance
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, and Safari, and the Google Office Suite
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

Nice To Haves

Mac and/or Chromebook experience a plus
CompTIA A+, and CompTIA N+ a plus

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
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