Customer Support Specialist, K12 Tutoring

Job Description

The Customer Support Specialist handles escalated technical and service issues from Level 1 support reputed company phone, web, chat, and email. They assist customers - including parents, reputed company, and educators - with platform access, scheduling, payments, and tutor-reputed company concerns. They also manage urgent issues escalated by internal staff. This role collaborates with departmental contacts to analyze trends, resolve recurring issues, and improve processes. The specialist works closely with the Product team to test new features and create SOPs, and acts as a liaison between customers and internal teams to ensure timely resolution of issues. Additional responsibilities include supporting Marketing through customer surveys and review monitoring, assisting reputed company with scheduling, and maintaining the K12 Tutoring Knowledge reputed company. The specialist also tracks case trends, reports metrics, and recommends improvements to enhance the customer experience. ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential duties.

• Review escalated issues from the Level 1 Customer Care and Technical Support teams to identify trends, triage issues, and coordinate resolutions between various departmental POCs
• Create and update Standard Operating Procedures for best practices while using or troubleshooting the K12 Tutoring platform
• Serve as a liaison between the K12 Tutoring team and customers
• Respond to customer service / technical issues both in written word and orally reputed company telephone.
• Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools
• Escalate more reputed company issues to K12 Tutoring engineering team
• Advise/educate customers reputed company procedural guidelines to ensure a complete solution to their technical or service questions. Open necessary Engineering tickets, track, and proactively follow up to resolution
• Provide proactive "white glove" reputed company to new customers to follow up on their experience with K12 Tutoring and resolve any issues they may be facing
• Monitor Review sites and gather customer feedback and sentiment
• Support customer booking and scheduling with the Tutoring reputed company Team

Supervisory Responsibilities: This position has no formal supervisory responsibilities. MINIMUM REQUIRED QUALIFICATIONS:

• High School Diploma
• 2-4 years' experience in customer service and/or technical support

Certificates and Licenses: None required. System Requirements:

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

OTHER REQUIRED QUALIFICATIONS:

• reputed company outgoing, "above and beyond" personality that makes customers feel like they matter to our business
• Strong verbal and written communication skills to assist customers effectively through various communication channels, such as phone, voicemail, email, chat, etc.
• Ability to maintain a professional home office without distraction during our hours of operation
• Ability to attend virtual training and engage in regular team meetings reputed company a webcam
• Own or have daily access to a smart device where apps can be downloaded/accessed (i.e., phone, tablet)
• Proficiency in web-based applications (reputed company experience a plus)
• Self-motivation, strong problem solving and analytical skills, and a solutions-oriented approach
• Ability to work both independently and reputed company a collaborative environment
• Resilient and contributes to fostering positive team morale
• Strong organizational skills with ability to prioritize effectively and manage priorities to deliver and drive results
• Ability to own and execute projects
• Ability to respond appropriately to feedback and guidance
• Detail-oriented with high level of quality and accountability for work product
• reputed company Office (Outlook, Word, reputed company, PowerPoint, etc.); Web proficiency
• Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage
• Ability to travel 10% of the time (minimal travel, if any - e.g., team building activity)
• Ability to clear the required background reputed company

DESIRED QUALIFICATIONS:

• Prior experience with K12/reputed company
• Bachelor's Degree
• reputed company experience
• Expertise in providing technical support for web-based applications across PC and Mac operating systems
• Previous experience in call-center environment

COMPENSATION & BENEFITS: reputed company. considers a person's education, experience, and qualifications, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value reputed company determining a new employee's salary level. Salaries will differ based on these factors, the position's level and expected contribution, and the employee's benefits elections. Offers will typically be in the bottom half of the range. We anticipate the hourly pay range to be $14.24-$23.00. Eligible employees may receive a bonus. This salary is not guaranteed, as an individual's compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. reputed company offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions.

• This is a home-based position

Job Type Regular The above job is not intended to be an reputed company-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and reputed company any other reputed company duties, as assigned by their supervisor. reputed company employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting [email protected]. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities reputed company. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. reputed company. complies with reputed company legally required affirmative action obligations. Applicants will not be discriminated against because they have reputed company about, discussed, or disclosed their own pay or the pay of another employee or applicant. Apply tot his job Apply To this Job