Pearson
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Customer Service Analyst
role at
Pearson
Applications will be accepted through 11th November 2025. This window may be extended depending on business needs.
Position Summary Working remotely from a home office, the part‑time Customer Service Analyst is part of the Pearson Virtual Schools School Support Help Desk Team. The Analyst provides consistent, professional, courteous, and complete support for all school‑based staff, corporate staff, and customers by handling inbound calls to the School Support Help Desk and assisting staff and customers to evolve their understanding of our program and Education Management Systems. The Analyst will answer inbound calls throughout a 5‑hour daily shift (25 hours/week) during normal operating hours of 8:00 am EST–6:00 pm EST. Calls often require research and follow‑up to fully resolve the issue. Research is aided by prior experience, Salesforce call flows, Connexus Help, Guides, and other materials. The Analyst is responsible and held accountable for finding answers to callers’ questions and facilitating resolution of an issue. The Analyst will take on various other tasks as assigned by Leadership.
Responsibilities
Handle inbound calls professionally, accurately, consistently, and efficiently
Work to problem solve issues that are called in or assigned, until the issue is resolved
Transfer inbound calls to the appropriate staff when applicable
Work with IssueAware tickets (those assigned and those created), Salesforce, and other programs as needed to track and resolve issues
Develop and maintain an in‑depth expertise in Connexus, Pearson Connexus, third party resources, and school year cycle tasks to support teachers and school staff
Complete various projects such as meeting presentations or customer service training reviews as defined by Leadership
Work collaboratively as a member of the Customer Support team, with schools and other corporate departments such as Instructional Program Development, Connexus Management, Software Development, and Operations Departments
Qualifications
Degree in Education, Education Technology, or a related field required – Prior Experience with Pearson Virtual Schools can substitute for this requirement
Prior experience working within a Pearson Virtual School–supported school or program
Familiarity with the Learning Management Systems (Pearson Connexus, or GradPoint)
Exceptional phone manners and customer‑service skills
Clear verbal and written communications
Effective and consistent interpersonal skills
Positive attitude with a customer‑focused approach
High degree of adaptability and flexibility
Commitment to a regular schedule of a 5‑hour shift during normal operating hours from 8:00 am EST–6:00 pm EST following break protocols as outlined by the employee handbook
Demonstrated ability to work well in fast‑paced environment
Ability to multi‑task and respond to change
Team player track record and commitment to a group‑oriented approach
Technologically proficient (especially with Microsoft OS, MS Office, and Google Applications)
Help Desk queue agent experience is preferred
Compensation and Benefits The part‑time salary range is between $26,400 – $28,100. This position is not bonus eligible, and information on benefits offered is available upon request.
About 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 TalentExperienceGlobalTeam@grp.pearson.com.
Application Process Applications will be accepted through 11th November 2025. To apply, visit Pearson’s career site and submit your application for the Customer Service Analyst (Part‑time) position.
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Customer Service Analyst
role at
Pearson
Applications will be accepted through 11th November 2025. This window may be extended depending on business needs.
Position Summary Working remotely from a home office, the part‑time Customer Service Analyst is part of the Pearson Virtual Schools School Support Help Desk Team. The Analyst provides consistent, professional, courteous, and complete support for all school‑based staff, corporate staff, and customers by handling inbound calls to the School Support Help Desk and assisting staff and customers to evolve their understanding of our program and Education Management Systems. The Analyst will answer inbound calls throughout a 5‑hour daily shift (25 hours/week) during normal operating hours of 8:00 am EST–6:00 pm EST. Calls often require research and follow‑up to fully resolve the issue. Research is aided by prior experience, Salesforce call flows, Connexus Help, Guides, and other materials. The Analyst is responsible and held accountable for finding answers to callers’ questions and facilitating resolution of an issue. The Analyst will take on various other tasks as assigned by Leadership.
Responsibilities
Handle inbound calls professionally, accurately, consistently, and efficiently
Work to problem solve issues that are called in or assigned, until the issue is resolved
Transfer inbound calls to the appropriate staff when applicable
Work with IssueAware tickets (those assigned and those created), Salesforce, and other programs as needed to track and resolve issues
Develop and maintain an in‑depth expertise in Connexus, Pearson Connexus, third party resources, and school year cycle tasks to support teachers and school staff
Complete various projects such as meeting presentations or customer service training reviews as defined by Leadership
Work collaboratively as a member of the Customer Support team, with schools and other corporate departments such as Instructional Program Development, Connexus Management, Software Development, and Operations Departments
Qualifications
Degree in Education, Education Technology, or a related field required – Prior Experience with Pearson Virtual Schools can substitute for this requirement
Prior experience working within a Pearson Virtual School–supported school or program
Familiarity with the Learning Management Systems (Pearson Connexus, or GradPoint)
Exceptional phone manners and customer‑service skills
Clear verbal and written communications
Effective and consistent interpersonal skills
Positive attitude with a customer‑focused approach
High degree of adaptability and flexibility
Commitment to a regular schedule of a 5‑hour shift during normal operating hours from 8:00 am EST–6:00 pm EST following break protocols as outlined by the employee handbook
Demonstrated ability to work well in fast‑paced environment
Ability to multi‑task and respond to change
Team player track record and commitment to a group‑oriented approach
Technologically proficient (especially with Microsoft OS, MS Office, and Google Applications)
Help Desk queue agent experience is preferred
Compensation and Benefits The part‑time salary range is between $26,400 – $28,100. This position is not bonus eligible, and information on benefits offered is available upon request.
About 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 TalentExperienceGlobalTeam@grp.pearson.com.
Application Process Applications will be accepted through 11th November 2025. To apply, visit Pearson’s career site and submit your application for the Customer Service Analyst (Part‑time) position.
#J-18808-Ljbffr