Customer Service and Tech Support - Customer Support for Learning and Development

The Customer Care & Technical Support Representative, Level 1, plays a crucial role in our remote call/contact center environment. This position is dedicated to delivering exceptional customer service and resolving technical issues through various support channels, including inbound phone calls, chat, email, and SMS. Representatives are expected to assist customers wherever volume demands.

Key Responsibilities include:

• Technical Issue Resolution: Provide expert troubleshooting for K12-provided equipment (desktops, laptops, monitors, printers), addressing start-up/log-in issues, hardware damage, and software viruses.
• Customer Service Excellence: Deliver outstanding customer service across all support channels, ensuring a positive experience for parents and students.
• Application Support: Offer comprehensive support for the K12 suite of learning systems and business applications.
• Escalation Management: Promptly escalate unresolved issues to the appropriate Tiered support team.
• Order and Replacement Management: Handle the ordering and replacement of materials and computer equipment efficiently.
• This role is ideal for individuals who thrive in a dynamic call center environment and are passionate about providing top-notch technical support and customer service.

ESSENTIAL FUNCTIONS:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
• Respond to technical issues related to K12 proprietary systems, hardware, software, and networking both in written form and orally via telephone.
• Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools to identify defective products/systems/hardware and follow guidelines in issuing service or replacements.
• Advise / educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.
• Answer questions about installation, operation, configuration, and usage of assigned equipment; document and assign customer problems for resolution using support ticketing and CRM software.
• Remain knowledgeable of K12’s proprietary systems, various hardware product lines, and current industry products and technologies.
• Escalate more complex issues with proprietary systems to the next tiered support team with urgency and/or escalate more complex hardware equipment issues to the manufacturer.

REQUIRED QUALIFICATIONS:

• High School Diploma / GED and relevant work experience
• Minimum of 1 year of experience in a similar call center role
• All work must be performed within the United States. Candidates must reside in and be authorized to work from the U.S. for the duration of employment.

System Requirements:

• Our work from home members are required to have and maintain high-speed internet connection. At a minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. Satellite, DSL, data plans, wireless or dial-up services are not compatible.
• Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider.
• Ethernet connection is preferred.

Physical and Technical Requirements:

• This role requires remaining at a designated workstation for the duration of scheduled shifts (excluding provided breaks and/or meal periods, as applicable), with continuous computer use, typing, reading, listening, and speaking.
• Daily access to a smart device (e.g., phone, tablet) capable of downloading and using apps.
• Professional home office setup free from distractions during operational hours.
• Ability to attend virtual training sessions via webcam.

Education and Knowledge:

• Thorough knowledge of home-based connectivity support.

Communication Skills:

• Strong verbal and written communication skills.
• Excellent listening skills with the ability to communicate effectively across multiple channels, including phone, voicemail, email, and chat.
• Proficiency in telephone and email etiquette.

Technical Proficiency:

• Expertise in PC and Internet applications.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, etc.).
• Proficiency in web-based applications; Salesforce experience is a plus.
• Knowledge of Microsoft Windows operating systems.

Customer Service and Problem-Solving:

• Consultative approach to customer service.
• Strong problem-solving and analytical skills with a solutions-oriented mindset.

Professional and Personal Qualities:

• Ability to work in a high-volume environment while maintaining quality.
• Ability to work independently and collaboratively within a team-oriented environment.
• Resilient, detail-oriented, and accountable for high-quality work.
• Ability to prioritize competing tasks and deliver results effectively.
• Ability to take ownership of work and execute projects.
• Open to feedback and demonstrates adaptability and continuous improvement.

Additional Requirements:

• Ability to clear required background check.

DESIRED QUALIFICATIONS:

• Previous experience with Education field
• Salesforce Experience
• Previous Customer Service or Tech Support experience with proven record of achievement

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other reasonable job-related instructions, and perform any other work-related duties, as assigned by their supervisor.