Associate, Technology Support - FTE

Title: Technology Enablement and Support L1 Analyst

Fusion Title: Associate, Technology Support

Location: 509 S. Exeter, Baltimore, MD (remote)

Company Summary:
Pearson Virtual Schools is a leading, fully-accredited provider of high-quality, highly accountable virtual education solutions for students in grades K–12. Pearson Virtual Schools is committed to expanding quality education through technology and helping students achieve both academic and personal success.

Since 2001, the company’s Connections Academy division has delivered individualized learning to students through virtual public schools and a private online academy. In the 2024-25 school year, 41 Connections Academy virtual public schools will operate in 31 states and expect to serve over 110,000 students in grades K-12 (some schools do not serve all grades) from across the U.S.

The District Partner division meets the needs of schools, school districts, and other institutions looking to develop and enhance their online learning programs. The division overseeing District Partner clients delivers a full range of targeted digital learning solutions to the K-12 education community including online courses, a program for homebound students, a digital learning platform, and more. Hundreds of schools, school districts, state departments of education and other educational institutions, serving tens of thousands of students throughout the U.S. and beyond, are already utilizing Connections Learning products and services.

Position Summary:

Technology Enablement and Support agents will work remotely as part of our contact center primarily providing technical support services to our customers as they set up and use our technology to learn or teach at a distance from initial startup, troubleshooting, and virus/spyware removal to resolution of software, hardware, printer, and broadband network issues.

Technical Support Analyst Responsibilities:

• Troubleshoot and resolve software, hardware, printer, and broadband network issues by actively listening to the caller and asking appropriate questions to build a solution
• Troubleshoot LMS (online school) issues (Internet/application issues)
• Log all calls in call tracking system, creating detailed, accurate entries
• Escalate calls when necessary, according to guidelines
• Remote into callers’ computers when necessary, using the appropriate department tech support processes
• Define and feedback/recap user problems while providing a detailed solution to resolve each issue
• Proactively follow-up (outbound) with callers (in between inbound calls) to verify that problems were resolved
• Maintain a current level of understanding of the details of home networking, high-speed Internet, and business products and services functionality
• Act as liaison for web-based 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 development of new system features
• Work with manager to implement products and processes to increase Technology Enablement and Support team efficiencies and quality
• Perform other duties as assigned

Customer Support Responsibilities:

• Handle inbound calls professionally, accurately, consistently, and efficiently
• Respond appropriate inbound and outbound off-phone requests for support using appropriate channels, creating trouble tickets as necessary
• Facilitate the onboarding process by answering general post-enrollment questions and encouraging families to engage with their classes and other learning/teaching tools
• Identify families who may need additional support through the enrollment process and transfer to an enrollment counselor
• Provide administrative support for the “end of year” school returns process
• Perform triage on inbound calls to the main number and transfer to the appropriate staff
• Place outbound calls on demand for marketing, enrollment, and other departments as appropriate
• Act as a subject matter expert and peer mentor for the team as appropriate
• Other duties as assigned

Requirements:

• Exceptional phone manners and customer service skills
• Outstanding written and verbal communications skills
• Exceptional interpersonal skills and proven positive attitude
• Highly detailed oriented
• Proven problem-solving methodology
• Outstanding resourcefulness and creativity in providing timely service to callers
• Demonstrated ability to learn and apply large amounts of detailed information rapidly
• Proven ability to multitask in a fast-paced environment
• Excellent organizational and time management skills, including the ability to work within a highly structured schedule with strict policies around time off and attendance
• Demonstrated ability to manage stressful situations in a calm, courteous and efficient manner
• Prior technical contact center / Help Desk experience required