[Remote] Customer Service Analyst

Note: The job is a remote job and is open to candidates in USA. Pearson is a global leader in education and learning services, dedicated to helping individuals and organizations achieve their full potential through innovative educational solutions. The Part-Time Customer Service Analyst supports Pearson Virtual Schools by providing exceptional customer service and technical assistance to school-based staff and customers, handling inbound calls, troubleshooting issues, and contributing to training initiatives.

Responsibilities

• Handle inbound calls professionally, accurately, and efficiently, ensuring high-quality customer interactions
• Research and troubleshoot issues related to Pearson Virtual Schools, data, procedures, and system functionalities
• Transfer calls to appropriate staff or departments when necessary to facilitate issue resolution
• Utilize issue tracking tools such as Salesforce and IssueAware to document, monitor, and resolve customer inquiries and issues
• Develop and maintain in-depth knowledge of Pearson Connexus, third-party resources, and school year cycle tasks to support educators and staff effectively
• Complete projects including customer service training reviews and presentation preparation as directed by leadership
• Collaborate with internal teams such as Instructional Program Development, Software Development, Operations, and Connexus Management to ensure seamless support and service delivery
• Contribute to continuous improvement initiatives by providing feedback and participating in training activities
• Maintain a positive attitude and uphold the company’s commitment to customer satisfaction and educational excellence

Skills

• Degree in Education, Education Technology, or a related field (prior experience with Pearson Virtual Schools can substitute)
• Experience working within a Pearson Virtual School supported program or similar environment
• Familiarity with Learning Management Systems such as Pearson Connexus or GradPoint
• Exceptional phone manners and customer service skills
• Clear verbal and written communication abilities
• Effective interpersonal skills with a positive, customer-focused attitude
• High adaptability and flexibility to changing environments
• Ability to work a consistent 5-hour shift during standard operating hours (8:00 am – 6:00 pm EST)
• Proficiency in Microsoft Office Suite, Google Applications, and general technological aptitude
• Demonstrated ability to multitask and respond effectively to change in a fast-paced environment
• Strong team collaboration skills and a commitment to group-oriented success
• Help Desk queue agent experience preferred

Benefits

• Flexible remote work environment allowing for work-life balance
• Opportunities for professional development and training in educational technology and customer service
• Engagement with a global leader in education, contributing to meaningful educational outcomes
• Access to company resources and support networks for remote employees

Company Overview

Company H1B Sponsorship