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University -
Professional Development
Agent Role and Big Picture
11 questions
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- 1. Multiple Choice
What are the two Peak Seasons that we have?
Aug/Sep
Sep/Oct
Jan/Feb
Feb/Mar
- 2. Multiple Choice
Customers reach out to us through the _______ page.
Pearson Support
Chat
Pre-K12
- 3. Multiple Choice
Who are your customers?
Students
Educators
Sales Clerk from Amazon
Sales Representatives
- 4. Multiple Choice
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
- 5. Multiple Choice
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/
- 6. Multiple Choice
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
- 7. Multiple Choice
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
- 8. Multiple Choice
Which of the following issues are handled by OnBoarding? Select all that apply.
Temporary Access
Access Code Registration
Gradebook
Assignment
- 9. Multiple Choice
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
- 10. Multiple Choice
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
- 11. Multiple Choice
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
- Answer choicesTagsAnswer choicesTags