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 agents, coaching them, and taking escalations that require expert help, often in real time when our agents are on calls with customers.

• 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 agents, 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. We are currently looking for a candidate who can work the 11am - 8pm ET shift. Additional coverage hours, including some weekends, will be required during peak volume periods.

For the required weekend shifts: we currently require some weekend shifts during our busiest back to school times. Typically, this is for August and the first part of September, January, and the first part of February. (Subject to change based on business needs.)

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