[Remote] Customer Service Analyst

Note: The job is a remote job and is open to candidates in USA. Pearson is a global leader in lifelong learning dedicated to helping individuals realize their potential through education. They are seeking a Part-Time Customer Service Analyst to provide exceptional support to employees and customers of Pearson Virtual Schools by handling inbound calls and resolving various issues related to educational programs and systems. Responsibilities • Handle inbound calls professionally, accurately, consistently, and efficiently • Work to problem solve issues that are called in or assigned, until the issue is resolved • Transfer inbound calls to the appropriate staff when applicable • Work with IssueAware tickets (those assigned and those created), Salesforce, and other programs as needed to track and resolve issues • Develop and maintain an in-depth expertise in Connexus, Pearson Connexus, third party resources, and school year cycle tasks to support teachers and school staff • Complete various projects such as meeting presentations or customer service training reviews as defined by Leadership • Work collaboratively as a member of the Customer Support team, with schools and other corporate departments such as Instructional Program Development, Connexus Management, Software Development, and Operations Departments Skills • Degree in Education, Education Technology, or a related field required - Prior Experience with Pearson Virtual Schools can substitute for this requirement • Prior experience working within a Pearson Virtual Schools supported school or program • Familiarity with the Learning Management Systems (Pearson Connexus, or GradPoint) • Exceptional phone manners and customer-service skills • Clear verbal and written communications • Effective and consistent interpersonal skills • Positive attitude with a customer-focused approach • High degree of adaptability and flexibility • Commitment to a regular schedule of a 5-hour shift during normal operating hours from 8:00 am EST – 6:00 pm EST following break protocols as outlined by the employee handbook. • Demonstrated ability to work well in fast-paced environment • Ability to multi-task and respond to change • Team player track record and commitment to a group-oriented approach • Technologically proficient (especially with Microsoft OS, MS Office, and Google Applications) • Help Desk queue agent experience is preferred Company Overview • Pearson operates as a media and education company that offers a wide range of services to its customers. It was founded in 1998, and is headquartered in London, England, GBR, with a workforce of 10001+ employees. Its website is https://www.pearson.com/. Company H1B Sponsorship • Pearson has a track record of offering H1B sponsorships, with 1 in 2023, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job