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.
  
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