Specialist, Customer Service - Faculty Support

Pearson • United States,

6d

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 Associates, coaching them, and taking escalations that require expert help. 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 associates, 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.

Hours of operations for the team are 8AM-8PM EST (Eastern Standard Time), Monday - Friday. Additional coverage hours, including some weekends, will be required during peak volume periods.

Requirements

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology
• Excellent written and verbal communication skills. Consistently clear, professional, persuasive, and able to breakdown complex messages.
• Ability to 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.
• 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.
• 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.
• Some occasional travel may be needed.

Responsibilities

• Provide the highest level of faculty support to Pearson educators.
• Answer inquiries and build understanding with Pearson courseware and its functionality.
• Aid Faculty Support Associates by coaching them and taking escalations.
• Proactively check in with top adoptions and engage with at-risk adoptions.
• Handle course builds and guidance for accounts requiring a higher service level.
• Support associates, deal with escalations, assist with special adoptions, and run instructor onboarding sessions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level