Note: The job is a remote job and is open to candidates in USA. Pearson is a global learning company dedicated to providing high-quality education solutions. The Customer Service Technical Support Administrator will provide technical support services to school teachers and staff, troubleshooting various technology-related issues and ensuring smooth operation of educational tools.
Responsibilities
- Troubleshoot and resolve software, hardware, printers, and network issues by listening to the user and asking appropriate questions to build a solution
- Log all calls using our in-house call tracking system, creating detailed, accurate entries and escalate when necessary
- Specify user problems and provide a detailed solution to resolve each issue
- Act as liaison for 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 the development of our ever-changing applications
- Document products, processes or problems in detail and suggest improvements or solutions
- Work with manager to investigate and implement ways of deflecting calls and increasing self-service
- Work occasional additional hours, 2nd shift, and/or weekends when necessary
- Work to perform other duties that may be necessary for the organization, including manual labor. (Staging materials, packing, inventory, delivery)
- Projects - supports continuous improvement initiatives
- Other duties as assigned
Skills
- Ability to manage stressful situations in a calm, courteous, and efficient manner
- Strong working knowledge of Windows 10/11 and Office 365
- Strong remote troubleshooting and working knowledge of High-Speed connections (DSL/Cable-Modem) and TCP/IP
- Working knowledge of Bomgar or comparable remote support tool
- An understanding of DHCP, DNS, and Active Directory
- Strong troubleshooting and working knowledge of consumer networking devices, wireless devices, Windows file and share permissions, and network printing issues
- Experience with Google Apps for Education and Business
- Continually updating and optimizing support process and documentation
- Ability to make quick and clear decisions in accordance with Connections Academy policy
- Meet all deadlines while paying attention to details
- Organize, prioritize and multi-task while managing users' expectations
- Work effectively as a team member, as well as independently
- Problem-solving methodology
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