客户支持专员 - 教师支持
Specialist, Customer Service - Faculty Support
职位描述 / 你将负责的工作内容
成功入选的候选人将加入一个团队，为Pearson的教师提供最高水平的支持，解答疑问并帮助理解Pearson课程软件及其功能。作为团队的一员，你将协助教师支持专员，对他们进行指导，并处理需要专家帮助的升级问题。你需要主动与主要采用该产品的客户沟通，并与需要额外支持的高风险采用客户进行互动。成功的候选人还将负责课程构建和指导，针对业务需求需要更高服务水平的客户。无论是在支持专员、处理需要细致处理的升级问题、协助特殊采用情况，还是组织教师入职培训，该职位都需要领导力、良好的时间管理能力、解决问题的能力以及出色的沟通技巧。
团队的工作时间为每天美国东部时间上午8点至晚上8点，周一至周五。在高峰期，还需要额外的值班时间，包括一些周末。
你的背景 / 我们寻找的人选
- 本科学位和/或2年以上支持教师使用技术进行入职/设置的经验
- 出色的书面和口头沟通能力。你能够始终保持清晰、专业、有说服力，并能以易于理解的方式分解复杂信息，适用于所有受众。你能够在不同层级、一对一及小组环境中清晰表达
- 好奇心、创造性思维、分析能力，以及探索问题替代解决方案的能力是该职位的重要技能
- 出色的组织能力和时间管理能力，能够满足多个截止日期的要求
- 熟悉教育技术，并具备学习和跟进新技术的能力
- 具备学习新技能的能力，并积极与团队分享
- 高度积极、充满活力且善于合作的性格
- 能够与跨职能/跨公司团队协作，快速解决教师需求
- 通过个人责任感、问责制和团队合作展现出领导力
- 在高峰时段具有灵活调整时间安排或增加值班的能力。偶尔可能需要出差
- 可靠的出勤率和准时性对该职位的成功表现至关重要
- 要成功完成此工作，个人必须能够执行
查看英文原文
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
Originally posted on Himalayas