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. 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. We are currently looking to hire for a 10AM - 7PM EST shift, and a 11AM - 8PM EST shift. 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

Compensation at Pearson is influenced by factors including skill set, experience, and location. 

 
The full-time salary range for this role is $55,000 - $60,000. 
This position is eligible for Pearson’s annual incentive program. Information on benefits can be found here. 

Applications will be accepted through 1/9/26. This window may be extended depending on business needs.