Agent Role and Big Picture

What are the two Peak Seasons that we have?

• Aug/Sep

• Sep/Oct

• Jan/Feb

• Feb/Mar

Customers reach out to us through the _______ page.

• Pearson Support

• Chat

• Pre-K12

Who are your customers?

• Students

• Educators

• Sales Clerk from Amazon

• Sales Representatives

Why customers contact us?

• Browser and computer settings​

• Computer Hardware Issues

• Course registration and access code issues

• Username and password issues​

• ​Course and content-related issues

What is the correct link for our Pearson Support site?

• https://mlm.pearson.com/global/

• https://www.pearson.com/us/higher-education.html

• https://support.pearson.com/getsupport/s/

When Tier 1 cannot resolve a customer’s issue, they can escalate the case to _______ Support.

• Tier 2

• Tier 3

• Tier 4

• Tier 2.5

True o False

Tier 2 agents are usually more tenured agents, with additional training and access to different tools to try and assist in resolving the case.

• True

• False

Which of the following issues are handled by OnBoarding? Select all that apply.

• Temporary Access

• Access Code Registration

• Gradebook

• Assignment

Which of the following has the correct percentage for Channel Distribution

• 15% Students and 85% Educators

• 20% Students and 80% Educators

• 15% Educators and 85% Students

• 85% Educators and 15% Students

As a Technical support agent you will _________________

• Reach out to customers through the Pearson Support page

• Complete outbound calls when customers have completed the pre-call form

• Receive inbound calls and chats

• Be the first point of contact for customers seeking support for refunds