Specialist, Customer Service - Faculty Support

About this role / What you will be doingThe 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 forBachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technologyExcellent 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 settingCuriosity, creative thinking, analytical skills, and the ability to explore alternative solutions to problems are important skills in this roleExcellent organizational and time management skills with the ability to meet multiple deadlinesKnowledge of educational technology and the ability to learn, and stay up to date with new technologyAbility to learn and actively seek new skills, sharing these with your teamHighly motivated, energetic, and collaborative personalityAbility to work with cross-functional/cross-company teams to resolve faculty needs quicklyDemonstrated leadership through personal responsibility, accountability, and teamworkFlexibility to schedule changes or additional coverage, particularly during peak periods. Some occasional travel may be neededReliable attendance and punctuality are critical to successful performance in this roleTo 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 bonusOriginally posted on Himalayas