[Hiring] Customer Service Specialist - Faculty Support @Pearson

Role Description

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.

Qualifications

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology
• Excellent written and verbal communication skills
• Curiosity, creative thinking, analytical skills, and the ability to explore alternative solutions to problems
• Excellent organizational and time management skills
• Knowledge of educational technology and the ability to learn, and stay up to date with new technology
• Highly motivated, energetic, and collaborative personality
• Demonstrated leadership through personal responsibility, accountability, and teamwork
• Reliable attendance and punctuality

Requirements

• Ability to work with cross-functional/cross-company teams to resolve faculty needs quickly
• Flexibility to schedule changes or additional coverage, particularly during peak periods
• Some occasional travel may be needed
• This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading
• Experience working with Pearson Higher Education products and tools would be a bonus

Company Description