Specialist, Customer Service - Faculty Support

Pearson; Hartford (CT); Remote; USD 60,000 - 90,000; Full time

Job summary

Pearson, a global learning company, is seeking a Customer Success professional to join our Higher Education team. You will provide top-tier faculty support, answer inquiries about Pearson courseware, and coach Faculty Support Associates while handling escalations that require specialist help.

You will also lead course builds, run instructor onboarding sessions, and coordinate with cross-functional teams to ensure at-risk adoptions receive necessary attention.

Qualifications

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding with technology.
• Excellent written and verbal communication.
• Ability to breakdown complex messages for diverse audiences.
• Strong organizational and time management skills.
• Knowledge of educational technology and ability to learn new tools.
• Willingness to travel occasionally.

Responsibilities

• Provide highest level of faculty support and answer inquiries.
• Coach Faculty Support Associates and handle escalations.
• Assist with course builds and high-service level guidance.
• Lead instructor onboarding sessions.
• Collaborate with cross-functional teams to resolve faculty needs.
• Maintain reliable attendance and adapt to peak periods.

Skills

Excellent written and verbal comm

Leadership / coaching

Time management

Cross-functional collaboration

Problem solving / analytical

Willingness to travel

Education

Bachelor's degree

Job description

About this role / What you will be doing

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.

Hours of operations for the team are 8AM-8PM EST (Eastern Standard Time), Monday - Friday. Additional coverage hours, including some weekends, will be required during peak volume periods.

Your Background / What we are looking for

• 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

• Flexibility to schedule changes or additional coverage, particularly during peak periods. Some occasional travel may be needed

• Reliable attendance and punctuality are critical to successful performance in this role

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.

• Experience working with Pearson Higher Education products and tools would be a bonus

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [e-mail].

Job: Customer Success

Job Family: GO_TO_MARKET

Organization: Higher Education

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 25886

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