REMOTE Tier 1 Customer Support

Lensa; Newport News (VA); Remote; USD 10,000 - 60,000; Full time

Job summary

Lensa is seeking a Tier 1 Customer Support Representative to be the first point of contact for families needing technical assistance. This fully remote role requires strong troubleshooting skills and offers a pay rate of $17/hour with a structured work schedule.

Benefits

Medical, dental & vision benefits

401(k) Retirement Plan

Life Insurance

PTO, Vacation or Sick Leave

Qualifications

• Proven experience in customer service or technical support roles.
• Strong troubleshooting skills across Windows environments.
• Ability to work independently in a remote setting.

Responsibilities

• Handle 30–50 inbound calls daily.
• Troubleshoot technical issues related to hardware, software, and network connectivity.
• Document interactions and resolutions accurately.

Skills

Customer Service

Troubleshooting

Technical Support

Multilingual Communication

Tools

Google Workspace

Zoom

Active Directory

Job description

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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-6PM

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.
  
  

Pay and Benefits

The pay range for this position is $17.00 - $17.00/hr.

Requirements

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
  
  

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on May 31, 2025.

About TEKsystems And TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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