[Remote] Customer Service Technical Support Administrator

Note: The job is a remote job and is open to candidates in USA. Pearson is a global learning company dedicated to providing high-quality education solutions. The Customer Service Technical Support Administrator will provide technical support services to school teachers and staff, troubleshooting various technology-related issues and ensuring smooth operation of educational tools. Responsibilities Troubleshoot and resolve software, hardware, printers, and network issues by listening to the user and asking appropriate questions to build a solution Log all calls using our in-house call tracking system, creating detailed, accurate entries and escalate when necessary Specify user problems and provide a detailed solution to resolve each issue Act as liaison for 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 the development of our ever-changing applications Document products, processes or problems in detail and suggest improvements or solutions Work with manager to investigate and implement ways of deflecting calls and increasing self-service Work occasional additional hours, 2nd shift, and/or weekends when necessary Work to perform other duties that may be necessary for the organization, including manual labor. (Staging materials, packing, inventory, delivery) Projects - supports continuous improvement initiatives Other duties as assigned Skills Ability to manage stressful situations in a calm, courteous, and efficient manner Strong working knowledge of Windows 10/11 and Office 365 Strong remote troubleshooting and working knowledge of High-Speed connections (DSL/Cable-Modem) and TCP/IP Working knowledge of Bomgar or comparable remote support tool An understanding of DHCP, DNS, and Active Directory Strong troubleshooting and working knowledge of consumer networking devices, wireless devices, Windows file and share permissions, and network printing issues Experience with Google Apps for Education and Business Continually updating and optimizing support process and documentation Ability to make quick and clear decisions in accordance with Connections Academy policy Meet all deadlines while paying attention to details Organize, prioritize and multi-task while managing users' expectations Work effectively as a team member, as well as independently Problem-solving methodology Company Overview Pearson operates as a media and education company that offers a wide range of services to its customers. It was founded in 1998, and is headquartered in London, England, GBR, with a workforce of 10001+ employees. Its website is Company H1B Sponsorship Pearson has a track record of offering H1B sponsorships, with 1 in 2023, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.