Specialist, Customer Service - Faculty Support

Summary

Pearson is a lifelong learning company focused on helping people realize their potential through learning. The Specialist, Customer Service - Faculty Support provides advanced support to Pearson educators, coaches Faculty Support Associates, handles escalations, supports course builds and instructor onboarding, and proactively engages with adoptions requiring additional assistance.

Responsibilities

• 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

Skills

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology
• Excellent written and verbal communication skills. You are consistently clear, professional, persuasive, and able to breakdown complex messages in a way that is accessible to all audiences. You can present clearly to all levels, 1:1, and in a group setting
• Curiosity, creative thinking, analytical skills, and the ability to explore alternative solutions to problems are important skills in this role
• Excellent organizational and time management skills with the ability to meet multiple deadlines
• Knowledge of educational technology and the ability to learn, and stay up to date with new technology
• Ability to learn and actively seek new skills, sharing these with your team
• Highly motivated, energetic, and collaborative personality
• Ability to work with cross-functional/cross-company teams to resolve faculty needs quickly
• Demonstrated leadership through personal responsibility, accountability, and teamwork
• Reliable attendance and punctuality are critical to successful performance in this role
• Experience working with Pearson Higher Education products and tools

Qualifications

Must Haves

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology
• Excellent written and verbal communication skills. You are consistently clear, professional, persuasive, and able to breakdown complex messages in a way that is accessible to all audiences. You can present clearly to all levels, 1:1, and in a group setting
• Curiosity, creative thinking, analytical skills, and the ability to explore alternative solutions to problems are important skills in this role
• Excellent organizational and time management skills with the ability to meet multiple deadlines
• Knowledge of educational technology and the ability to learn, and stay up to date with new technology
• Ability to learn and actively seek new skills, sharing these with your team
• Highly motivated, energetic, and collaborative personality
• Ability to work with cross-functional/cross-company teams to resolve faculty needs quickly
• Demonstrated leadership through personal responsibility, accountability, and teamwork
• Reliable attendance and punctuality are critical to successful performance in this role

Nice to Haves

• Experience working with Pearson Higher Education products and tools

Benefits

• Remote work arrangement