Associate, Family Technical Support Analyst

Company Overview

Pearson Virtual Schools is a leading, fully-accredited provider of high-quality, highly accountable virtual education solutions for students in grades K–12. Committed to expanding quality education through technology, Pearson helps students achieve both academic and personal success. Since 2001, their Connections Academy division has delivered individualized learning to students through virtual public schools and a private online academy, serving nearly 100,000 students across 31 states in the 2024-25 school year. The District Partner division further supports the K-12 education community by offering a full range of targeted digital learning solutions, including online courses, a program for homebound students, and a digital learning platform, utilized by hundreds of institutions and tens of thousands of students globally.

Position Summary

As an Associate, Family Technical Support Analyst, you will work remotely within Pearson's contact center, primarily offering technical assistance to students and caretakers. Your role involves supporting their use of distance learning technology from initial setup, troubleshooting, and virus/spyware removal, to resolving software, hardware, printer, and broadband network issues. This position requires active engagement with callers to identify and resolve problems efficiently.

Family Technical Support Analyst Responsibilities

• Troubleshoot and resolve software, hardware, printer, and broadband network issues by actively listening and asking appropriate questions to build a solution.
• Troubleshoot LMS (online school) issues, including internet and application-specific problems.
• Log all calls in a call tracking system, ensuring detailed and accurate entries.
• Escalate calls when necessary, adhering strictly to established guidelines.
• Remotely access callers’ computers using approved department tech support processes when required.
• Clearly define and recap user problems while providing detailed solutions for effective resolution.
• Proactively follow-up with callers (outbound) between inbound calls to verify problem resolution.
• Respond to voicemails and Webmails, creating trouble tickets as necessary.
• Maintain a current understanding of home networking, high-speed Internet, and application functionality.
• Act as a liaison for web-based application problems between users and developers.
• Assist in collecting data for identifying user requirements that may lead to future system development or training.
• Keep current with the development of new system features.
• Work with management to implement products and processes to enhance Family Technical Support team efficiencies and quality.
• Perform other duties as assigned to support the team and its objectives.

Customer Connections Support Responsibilities

• Handle inbound calls professionally, accurately, consistently, and efficiently.
• Facilitate the enrollment process by answering general pre-enrollment questions and encouraging families to enroll.
• Identify families requiring additional enrollment support and transfer them to an enrollment counselor.
• Provide administrative support for the “end of year” school returns process.
• Perform triage on inbound calls to the main number and transfer to the appropriate staff.
• Respond to inbound emails, voicemails, and WebMails.
• Place outbound calls on demand for marketing, enrollment, and other departments as appropriate.
• Provide training support by nesting with new agents and acting as a “rover” in the Training Facility, answering questions.
• Act as a subject matter expert and peer mentor for the team as appropriate.
• Other duties as assigned.

Requirements

• Exceptional phone manners and customer service skills are paramount.
• Outstanding written and verbal communication skills are essential for clear interactions.
• Exceptional interpersonal skills and a proven positive attitude.
• Highly detailed oriented with a commitment to accuracy.
• Proven problem-solving methodology to address diverse technical challenges.
• Outstanding resourcefulness and creativity in providing timely service to callers.
• Demonstrated ability to learn and apply large amounts of detailed information rapidly.
• Proven ability to multitask effectively in a fast-paced environment.
• Excellent organizational and time management skills, including adhering to a highly structured schedule with strict policies around time off and attendance.
• Demonstrated ability to manage stressful situations in a calm, courteous, and efficient manner.
• Prior technical contact center / Help Desk experience is required.
• Strong working knowledge of the Application Service Provider (ASP) model.
• Proficiency with Windows 7 and Windows 10, Office 2010 and later (Word, Excel, PowerPoint), Chrome, Firefox, Edge, and Safari, and the Google Office Suite.
• Mac and/or Chromebook experience is a plus.
• Strong remote troubleshooting and working knowledge of ISP’s, high-speed connections (DSL/Cable-Modem), and TCP/IP.
• Strong remote troubleshooting and working knowledge of home networking/devices and wireless devices.
• Ability to make quick and clear decisions in accordance with company policy.
• Demonstrated ability to organize, prioritize, and multitask while managing users’ expectations.
• A college degree is preferred.
• CompTIA A+ and CompTIA N+ certifications are a plus.

Compensation and Benefits

Compensation at Pearson is influenced by factors including skill set, experience, and location. The full-time salary range for this role is USD 20 - 22 per hour. This position is not bonus eligible. Information on benefits can be found here. Applications will be accepted through February 27, 2026, though this window may be extended based on business needs.

Key skills/competency

• Technical Support
• Help Desk
• Troubleshooting
• Customer Service
• Windows OS
• Mac/Chromebook
• Networking
• LMS Support
• Remote Support
• Communication Skills