Faculty Support & Escalation Specialist

Pearson; Sacramento (CA); Híbrido; USD 55 000 - 75 000; Tempo integral

Resumo da oferta

Pearson is seeking a proactive Faculty Support Lead to join our team and deliver top-tier assistance to educators using Pearson courseware. You will guide the support staff, manage escalations, and ensure high-service adoptions succeed through proactive outreach and training sessions.

Responsibilities include building course configurations, supporting accounts with elevated service needs, and leading instructor onboarding.

Qualificações

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology.
• Excellent written and verbal communication; able to break down complex messages for diverse audiences.
• Curiosity, creative thinking, analytical skills; explore alternative solutions.
• Excellent organizational and time management with ability to meet deadlines.
• Knowledge of educational technology and ability to learn new tech.
• Willingness to learn new skills and share with the team.
• Motivated, energetic, and collaborative; strong teamwork.
• Ability to work with cross-functional teams to resolve needs quickly.
• Demonstrated leadership through responsibility and teamwork.
• Flexibility for schedule changes and some travel during peak periods.
• Reliable attendance and punctuality.
• Experience with Pearson Higher Education products is a plus.

Responsabilidades

• Provide faculty support and answer inquiries; build understanding of Pearson courseware.
• Coach Faculty Support Associates and handle expert escalations.
• Proactively check in with top adoptions and assist at-risk adoptions.
• Handle course builds and guidance for high-service accounts as needed.
• Lead instructor onboarding sessions and collaborate across teams.

Conhecimentos

Clear communication

Leadership

Time management

Cross-functional teamwork

Problem solving

Adaptability

Formação académica

Bachelor's degree

2+ years experience

Ferramentas

Pearson Higher Education tools

Descrição da oferta de emprego

Pearson is seeking a proactive Faculty Support Lead to join our team and deliver top-tier assistance to educators using Pearson courseware. You will guide the support staff, manage escalations, and ensure high-service adoptions succeed through proactive outreach and training sessions.

Responsibilities include building course configurations, supporting accounts with elevated service needs, and leading instructor onboarding.