REMOTE Tier 1 Customer Support Position Available In Wake, North Carolina
Tallo's Job Summary: As a Tier 1 Customer Support Representative, you will handle inbound calls, provide real-time technical support, and troubleshoot issues for families using educational platforms. This remote role pays $17/hr, requires experience in customer service and technical support, and proficiency in Windows environments, Active Directory, and Google Workspace. The position starts on 7/6.
Job Description
Job Summary:
As a Tier 1 Customer Support Representative, you will be the first point of contact for families seeking technical assistance. You’ll provide empathetic, knowledgeable support to resolve login issues, troubleshoot technical problems, and guide users through platform navigation. This role is ideal for individuals who thrive in a fast-paced, customer-focused environment and are passionate about education and technology.
Schedule:
Monday-Friday 9AM-6
PM Pay Rate:
$17/hr
Start Date:
7/6
Key Responsibilities:
- Handle 30-50 inbound calls daily from families, students, and occasionally teachers.
- Provide real-time support for login issues, account access, and general platform navigation.
- Troubleshoot technical issues related to hardware, software, and network connectivity.
- Assist users via phone, LiveChat, and email with professionalism and clarity.
- Document interactions and resolutions accurately in the support system.
- Collaborate with internal teams to escalate complex issues when necessary.
- Maintain up-to-date knowledge of Pearson’s educational platforms and tools.
Required Skills & Experience:
- Proven experience in customer service or technical support roles.
- Strong troubleshooting skills across Windows environments.
- Familiarity with Active Directory (e.g., password resets, domain management). Proficiency in resolving issues related to:
- Internet browsers and connectivity
- Home and domain network environments
- Peripherals (e.g., microphones, webcams, printers)
- Reimaging PCs and basic Apple device support
- Working knowledge of Google Workspace (Drive, Gmail, Meet, Voice).
- Experience with Zoom and Class for Zoom is a plus.
- Ability to work independently in a remote setting with a quiet workspace and high-speed internet.
Preferred Qualifications:
- Experience supporting HP laptops or similar hardware.
- Familiarity with educational technology platforms.
- Bilingual or multilingual communication skills are a plus.
