This is a contract role supporting Pearson Education. Pearson is partnering with Allegis Global Solutions and TalentBurst Connect to fill these positions through 2026. If selected, you will be employed by TalentBurst Connect and assigned to support Pearson Education. We look forward to reviewing your application. Family Tech Support Agent Pearson Virtual Schools - Connections Academy Temporary / Seasonal / Fully Remote Role This is a remote, temporary role, ranging from hire date through approximately October 30th, 2026. Do you enjoy a fast-paced, people-focused environment where you can support families, solve real problems, and make a meaningful impact through every interaction? About the Role: Pearson Virtual Schools is seeking seasonal, temporary team members to support Connections Academy, a leading online public-school program serving students and families nationwide. As a Family Technical Support Analyst I, you will join our team for the peak hiring season, providing technical support services to students and caretakers as they set up and use our technology for distance learning. You will handle inbound and outbound phone calls, email, chat, and SMS to resolve technical issues and ensure a seamless virtual learning experience. This role is ideal for individuals who are skilled at troubleshooting, enjoy helping customers solve technical problems, and thrive in a fast-paced, service-oriented environment. You must be exceptionally patient, empathetic, and committed to delivering the best experience possible for the families we support. Our operation is open 5 days per week, and candidate may be asked to work evenings. Hours &amp; schedule for the role may vary based on business need between 9am-9pm Eastern Time. You will: • Troubleshoot and resolve software, hardware, printer, and broadband network issues by actively listening and building solutions with callers • Troubleshoot LMS (online school) issues (Internet/application issues) • Log all calls in the call tracking system, creating detailed, accurate entries • Escalate calls when necessary, according to guidelines • Remote into callers' computers when necessary, using department tech support processes • Define and recap user problems while providing detailed solutions • Proactively follow up with callers to verify problem resolution • Respond to voicemails and Webmails, and create trouble tickets as necessary • Maintain a current understanding of home networking, high-speed Internet, and application functionality • Act as liaison for web-based application problems between users and developers • Assist in collecting data for identifying user requirements for future system development or training • Keep current with new system features • Work with manager to implement products and processes to increase team efficiency and quality • Perform other duties as assigned You are: • Flexible, adaptive, and able to positively and efficiently support caretakers and students • Able to take direction quickly and learn new procedures, processes, and products • Able to use a variety of customer service and technical tools, software, and systems to effectively manage customer interactions • Skilled at multitasking in a fast-paced, high-volume environment • Reliable, professional, and empathetic • Comfortable working remotely and independently in a structured environment • Able to adhere to company attendance policy and work flexible hours between 9am-11pm Eastern Time, including at least one weekend day and potentially late shifts when needed You have : • Exceptional phone manners and customer service skills • Outstanding written and verbal communication skills • Exceptional interpersonal skills and a proven positive attitude • High attention to detail • Proven problem-solving methodology • Resourcefulness and creativity in providing timely service • Ability to learn and apply large amounts of detailed information rapidly • Proven ability to multitask in a fast-paced environment • Excellent organizational and time management skills, including the ability to work within a highly structured schedule with strict policies around time off and attendance • Ability to manage stressful situations in a calm, courteous, and efficient manner • Prior technical contact center / Help Desk experience required • Strong working knowledge of the Application Service Provider (ASP) model, Windows 7 and Windows 10, ChromeOS, Office 2010 and later, including Word, Excel, PowerPoint, Chrome, Firefox, Edge, and Safari, and the Google Office Suite • Mac and/or Chromebook experience a plus • Strong remote troubleshooting and working knowledge of ISPs, high-speed connections (DSL/Cable-Modem), TCP/IP, 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 • College degree preferred • CompTIA A+, and CompTIA N+ a plus Pearson provides a flexible work environment for its employees. We believe that the ability to work from anywhere in the US, anytime in work/life balance is a critical part of our culture and employee satisfaction. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations. Compensation: The pay for this temporary role is $22 per hour, with potential for over-time and opportunities for full-time work. About Pearson Virtual Schools: At Pearson we're committed to a world that's always learning. Pearson Virtual Schools K-12 group brings high quality, online education to schools, school districts, and students in the U.S. and abroad. Hallmarks of our programs include a personalized learning approach, an award-winning curriculum and Education Management System (EMS), and dedicated, certified teachers. Supporting full-time virtual schools since 2001, our online learning solutions include Connections Academy, Pearson Online Academy, and Pearson Online Classroom.[CS3] Why Join Pearson Virtual Schools &amp; Connections Academy? Be part of a mission-driven organization expanding access to high-quality education Make a real impact on families and students during important life decisions Gain experience with a respected global education company, with potential to be considered for future full-time opportunities based on performance and business need Work remotely during a defined seasonal period Collaborate with supportive, purpose-driven teams during a high-energy season Compensation:$45,760 / yrThe company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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Family Technical Support Agent 

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