Customer Service Analyst

Pearson - Columbia, MD3.8

Full-timeEstimated: $41,000 - $54,000 a year

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Working remotely or from our Columbia, MD office, the Customer Service Analyst serves as part of a team dedicated to providing Online & Blended Learning school employees and customers with exceptional support and training.The "ideal candidate" has former experience working in Connections Academy schools, Connexus Systems, and has a background as an educator.All members of the School Support Help Desk Team help facilitate the ability of school-based employees to enhance the educational experience of students.The Customer Support Analystprovides consistent, professional, courteous, and complete support for all school-based staff, corporate staff, and customers, by handling inbound calls to the School Support Help Desk and assisting our staff and customers to evolve their understanding of our program and Education Management Systems (Connexus and Connexus EMS).

The Customer Support Analystwill be responsible for answering inbound calls throughout their daily shift from 11:00 am EST – 8:00 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 Support Analystis 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, Connexus, Pearson Connexus, SYC, Data, and school procedures. The Customer Support Analyst will take on various other tasks as assigned by Leadership.

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 issue 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 Customer Support team, with schools and other corporate departments such as Instructional Program Development, Connexus Management, Software Development, and Operations Departments; and

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

Other duties as assigned.


Degree in Education, Education Technology, or a related field required

Prior experience working within Online and Blended Learning or an Online & Blended Learning supported school or program

Familiarity with the Learning Management Systems (Connexus®, GradPoint, or Connexus EMS)

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 11:00 am EST – 8:00 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.

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

**Primary Location: ** US-MD-Columbia

**Work Locations: ** US-MD-Columbia-Grantchester Merriweather 10960 Grantchester Way Two Merriweather Columbia 21044

**Job: ** Customer Service

**Organization: ** North America

**Employee Status: ** Regular Employee

**Job Type: ** Standard

**Shift: ** Day Job

**Job Posting: ** Aug 1, 2019

**Job Unposting: ** Ongoing

**Schedule: ** Full-time Regular

**Req ID: ** 1909594

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.