[Remote] Associate, Family Technical Support Analyst I

Note: The job is a remote job and is open to candidates in USA. Pearson Virtual Schools is a leading provider of virtual education solutions for K–12 students. The Family Technical Support Analyst I will provide remote technical support to students and caretakers, addressing issues related to software, hardware, and online learning systems.

Responsibilities

• Troubleshoot and resolve software, hardware, printer, and broadband network issues by actively listening to the caller and asking appropriate questions to build a solution
• Troubleshoot LMS (online school) issues (Internet/application issues)
• Log all calls in call tracking system, creating detailed, accurate entries
• Escalate calls when necessary, according to guidelines
• Remote into callers’ computers when necessary, using the appropriate department tech support processes
• Define and feedback/recap user problems while providing a detailed solution to resolve each issue
• Proactively follow-up (outbound) with callers (in between inbound calls) to verify that problems were resolved
• Respond to voicemails and Webmails, and create trouble tickets as necessary
• Maintain a current level of understanding of the details of home networking, high-speed Internet, and application functionality
• Act as liaison for web-based 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 development of new system features
• Work with manager to implement products and processes to increase Family Technical Support team efficiencies and quality
• Perform other duties as assigned
• Handle inbound calls professionally, accurately, consistently, and efficiently
• Facilitate the enrollment process by answering general pre-enrollment questions and encouraging families to enroll
• Identify families who may need additional support through the enrollment process and transfer to an enrollment counselor
• Provide administrative support for the “end of year” school returns process
• Perform triage on inbound calls to the main number and transfer to the appropriate staff
• Respond to inbound emails, voicemails, and WebMails
• Place outbound calls on demand for marketing, enrollment, and other departments as appropriate
• Provide training support by nesting with new agents and answering questions as a “rover” in the Training Facility
• Act as a subject matter expert and peer mentor for the team as appropriate
• Other duties as assigned

Skills

• Exceptional phone manners and customer service skills
• Outstanding written and verbal communications skills
• Exceptional interpersonal skills and proven positive attitude
• Highly detailed oriented
• Proven problem-solving methodology
• Outstanding resourcefulness and creativity in providing timely service to callers
• Demonstrated ability to learn and apply large amounts of detailed information rapidly
• Proven ability to multitask in a fast-paced environment
• Excellent organizational and time management skills, including the ability to work within a highly structured schedule with strict policies around time off and attendance
• Demonstrated ability to manage stressful situations in a calm, courteous and efficient manner
• Prior technical contact center / Help Desk experience required
• Strong working knowledge of the Application Service Provider (ASP) model, Windows 7 and Windows 10, Office 2010 and later, including Word, Excel, PowerPoint, Chrome, Firefox, Edge, and Safari, and the Google Office Suite
• Strong remote troubleshooting and working knowledge of ISP's, high speed connections (DSL/Cable-Modem) and TCP/IP
• Strong remote troubleshooting and working knowledge of home networking/devices and wireless devices
• Ability to make quick and clear decisions in accordance with company policy
• Demonstrated ability to organize, prioritize and multitask while managing users' expectations
• Mac and/or Chromebook experience a plus
• College degree preferred
• CompTIA A+, and CompTIA N+ a plus

Company Overview

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