Pearson Customer Service Technical Support Administrator in Albany, New York
Pearson’s Online & Blended Learning K-12 group provides high-quality, highly accountable online education solutions to schools, school districts and students in grades K-12. It serves families and schools with a variety of digital learning and online school solutions including Connections Academy, International Connections Academy, and Pearson Connexus. In 2017, it will deliver online learning to over 400,000 students in the U.S. and 48 countries. The group, formerly known as Connections Education, is based in Columbia, Maryland and has been named a “Top Workplace” by the Baltimore Sun for three consecutive years and a “Best Place to Work” by Baltimore magazine. Recognized for its outstanding curriculum, high-quality teachers and leadership, Pearson Online & Blended Learning is committed to expanding quality education through technology, and helping students achieve both academic and personal success.
The Customer Support department is part of the Pearson Global Service and Support team and serves as the primary point of contact for Pearson Online & Blended Learning families, and school staff. Through multi-channel support streams, we provide general program information, enrollment support, password reset assistance and account changes. In addition, we provide escalation assistance, process guidance to tier 1 support agents, workforce management, and quality and training support to Family Support groups.
The Service Desk Tech 1, School Technical Support will work remotely, providing technical support services to school teachers and staff as they set up and use our technology from initial startup, troubleshooting, and virus/spyware removal, to resolution of software, hardware, printer, and network issues.
Service Desk Tech 1, School Technical Support Responsibilities:
Troubleshoot and resolve software, hardware, printers, and network issues by listening to the user and asking appropriate questions to build a solution.
Log all calls using our in house call tracking system, creating detailed, accurate entries and escalate when necessary.
Specify user problems and provide a detailed solution to resolve each issue.
Act as liaison for 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 the development of our ever-changing applications.
Document products, processes or problems in detail and suggest improvements or solutions.
Work with manager to investigate and implement ways of deflecting calls and increasing self service.
Work occasional additional hours, 2nd shift, and/or weekends when necessary.
Work to perform other duties that may be necessary for the organization, including manual labor. (Staging materials, packing, inventory, delivery).
Projects - supports continuous improvement initiatives.
Other duties as assigned.
Ability to manage stressful situations in a calm, courteous and efficient manner.
Strong working knowledge of Windows 7/10 and Office 2010/2016 and Office 365.
Strong remote troubleshooting and working knowledge of High-Speed connections (DSL/Cable-Modem) and TCP/IP.
Working knowledge of Bomgar or comparable remote support tool.
An understanding of DHCP, DNS, and Active Directory.
Strong troubleshooting and working knowledge of consumer networking devices, wireless devices, Windows file and share permissions, and network printing issues.
Experience with Google Apps for Education and Business.
Continually updating and optimizing support process and documentation.
Ability to make quick and clear decisions in accordance with Connections Academy policy.
Meet all deadlines while paying attention to details.
Organize, prioritize and multi-task while managing users’ expectations.
Work effectively as a team member, as well as independently.
As required by the Colorado Equal Pay Transparency Act, Pearson provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $19.23-22.00/hr. This position is not bonus eligible, and information on benefits offered is here.
Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.
Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.
Job: CUSTOMER SERVICE
Organization: Virtual Learning
Req ID: 4976