Customer Service Analyst

Pearson • Albany, NY • 1d ago

Job Description:

Working remotely from a home office, the Customer Service Analyst serves as part of a team dedicated to providing Pearson Virtual Schools employees and customers with exceptional support and training.? All members of the School and Application Support Help Desk Team help facilitate school-based employees' ability to enhance the educational experience of students. The Customer Service Analyst provides consistent, professional, courteous, and complete support for all school-based staff, corporate staff, and customers, by handling inbound calls to the School and Application Support Help Desk and assisting our staff and customers to evolve their understanding of our program and Education Management Systems.? The Customer Service Analyst will be responsible for answering inbound calls throughout their daily shift from 9:00 am EST - 6:00 pm EST and monitor agent activity in the evenings. Calls often require research and follow up to fully resolve the issue. Research is aided by prior experience, SalesForce call flows, Connexus Help, Guides, and other materials. The Customer Service Analyst is responsible and held accountable for finding answers to callers' questions and facilitating resolution of an issue. We cover a wide range of issues to be handled, including, but not limited to, Pearson Virtual Schools, school year cycle, data, and school procedures.? The Customer Service Analyst will take on various other tasks as assigned by Leadership.

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 Technical Enablement Support team, with schools and other corporate departments such as Instructional Program Development, Connexus Management, Software Development, and Operations Departments

Take a lead role in at least one project planning area (School Representatives Lead. Salesforce, etc.)

Qualifications:

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 with hours from 9:00 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

Applications will be accepted through 25th July 2025. This window may be extended depending on business needs.

1179739

Job: Infrastructure and Cloud Operations

Job Family: TECHNOLOGY

Organization: Virtual Learning

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 20347

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