Specialist, Customer Service - Faculty Support

Pearson•United States,

3d•$57,000 - $67,000•Remote

About The Position

The successful applicant will join a team responsible for providing the highest level of faculty support to Pearson educators, answering inquiries and building understanding with Pearson courseware and its functionality. As part of the team, you will aid the Faculty Support agents, coaching them, and taking escalations that require expert help, often in real time when our agents are on calls with customers. You will be responsible for proactively checking in with top adoptions and engaging with at-risk adoptions that need added support. The successful candidate will also handle course builds and guidance for accounts where business calls for a higher service level. Whether supporting the agents, dealing with escalations that need careful handling, assisting with special adoptions, or running instructor onboarding sessions, this position requires leadership, strong time management, resourcefulness, and excellent communication skills.

Requirements

Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology
Excellent written and verbal communication skills. You are consistently clear, professional, persuasive, and able to breakdown complex messages in a way that is accessible to all audiences. You can present clearly to all levels, 1:1, and in a group setting
Curiosity, creative thinking, analytical skills, and the ability to explore alternative solutions to problems are important skills in this role
Excellent organizational and time management skills with the ability to meet multiple deadlines
Knowledge of educational technology and the ability to learn, and stay up to date with new technology
Ability to learn and actively seek new skills, sharing these with your team
Highly motivated, energetic, and collaborative personality
Ability to work with cross-functional/cross-company teams to resolve faculty needs quickly
Demonstrated leadership through personal responsibility, accountability, and teamwork
Flexibility to schedule changes or additional coverage, particularly during peak periods.
Reliable attendance and punctuality are critical to successful performance in this role
Ability to sit or stand at a personal computer for a reasonable length of time typing and reading.

Nice To Haves

Experience working with Pearson Higher Education products and tools would be a bonus

Responsibilities

Aid the Faculty Support agents, coaching them, and taking escalations that require expert help, often in real time when our agents are on calls with customers.
Proactively check in with top adoptions and engage with at-risk adoptions that need added support.
Handle course builds and guidance for accounts where business calls for a higher service level.
Support agents, deal with escalations that need careful handling, assist with special adoptions, or run instructor onboarding sessions.