Customer Support Agent

Role Overview

The Triage Customer Support Agent serves as the first human point of contact for customers reaching Peterson's and RMC Learning Solutions after interacting with our Zendesk AI Agent.

This is a Tier 0–1 support role focused on following established processes, providing genuine warmth, and delivering consistent empathy rather than requiring deep product expertise.

You will use a comprehensive Knowledge Base and macro library within Zendesk to resolve common customer inquiries quickly and accurately. When an issue falls outside your scope, you will either warm transfer the customer to the Customer Support Lead or initiate the callback process.

Our goal is simple: Every customer who reaches you should feel heard, helped, and cared for.

Live Call Support

• Answer inbound calls routed through Zendesk.
  
• Identify whether the caller is contacting Peterson's or RMC Learning Solutions based on the incoming phone number.
  
• Use the appropriate greeting script for each brand.
  
• Resolve Tier 0–1 inquiries using Knowledge Base articles and Zendesk macros, including:
  
  • Password resets
    
  • Login assistance
    
  • Basic order inquiries
    
  • Website navigation guidance
    
• Warm transfer Tier 2+ issues to the Customer Support Lead.
  
• Offer callback appointments when the Customer Support Lead is unavailable.
  

Ticket Management

• Manage the Zendesk ticket queue during your assigned shift.
  
• Apply the appropriate macros to resolve common ticket types.
  
• Escalate tickets requiring advanced support by assigning them to the Customer Support Lead.
  
• Maintain clear, empathetic, professional, and grammatically correct written communication.
  

Communication & Availability

• Check in and out of each shift through the #agent-team Slack channel.
  
• Keep Slack notifications enabled throughout your shift.
  
• Set your Zendesk status to Available within two minutes of your scheduled start time.
  
• Communicate proactively with the Customer Support Lead through Slack for real-time assistance
  

Requirements

• Experience using Zendesk or a similar customer support platform.
  
• Experience using Slack.
  
• Background in education, test preparation, or professional training industries.
  

What This Role Is Not

This role does not require:

• Deep product expertise.
  
• Independent troubleshooting of complex customer issues.
  
• Meeting aggressive customer support metrics.
  

Instead, Triage Agents are expected to:

• Follow established processes.
  
• Communicate with empathy and professionalism.
  
• Know when and how to escalate issues appropriately.
  

Training is intentionally focused and streamlined to prepare agents for success in this role.

Performance Expectations

Success in this role is primarily measured by:

• Consistency in call handling and greeting accuracy.
  
• Proper use of Knowledge Base articles and Zendesk macros.
  
• Empathy and professionalism in written customer communications.
  
• Availability and punctuality during scheduled shifts.
  
• Appropriate and timely escalation of issues.
  

Performance is evaluated using a simplified Triage QA Scorecard, which assesses:

• Greeting and brand accuracy
  
• Empathy and tone
  
• Knowledge Base and macro adherence
  
• Call and ticket resolution quality
  

Customer Satisfaction (CSAT) is monitored at the ticket level.