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WorksheetsAgent Role and Big Picture
Total questions: 11
Worksheet time: 6mins
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
Which of the following is a true statement?
Many issues customers contact us about can be resolved by Tier 1
When a Tier 1 agent cannot resolve a customer's issue, they can escalate the case to Sales & Field Support
Tier 2 is generally the first group the customer gets to when they contact support
Tier 2 is a U.S. based team that supports North America Sales and Field teams
