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

Job Description

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.

Qualifications

• 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

• 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.
• Thorough knowledge of home-based connectivity support.

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

• Expertise in PC and Internet applications.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, etc.).
• Knowledge of Microsoft Windows operating systems.

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.).
• 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.