Customer Support Representative

About the role

The Customer Support Representative serves as the first point of contact for customers seeking assistance. This role works directly with district administrators to proactively onboard teachers and students into the Summit K12 online curriculum. Additionally, the Customer Support Representative is responsible for responding to inbound customer inquiries via email, phone, and ticketing system, providing guidance on using the Summit K12 platform, and assisting with routine troubleshooting. The ideal candidate is organized, service-oriented, and capable of communicating solutions clearly and professionally over the phone and in writing.

Department: Operations • Location: Austin, TX

Responsibilities

• Provide prompt, clear, and professional support via email, phone, and support tickets.
• Assist customers with initial onboarding, account setup, and how-to guidance.
• Troubleshoot and resolve basic product issues using internal resources and documentation.
• Escalate complex technical issues to the escalations team when necessary, with appropriate context and documentation.
• Accurately track and document all customer interactions and issue resolutions in the support system.
• Contribute feedback to improve support resources and customer experience.
• Collaborate with team members to ensure comprehensive and consistent support coverage.
• Collaborate with Sales, Account Management, Professional Development and Product teams to ensure a seamless transition from purchase to product usage.

Skills

• Basic Qualifications: Strong verbal and written communication skills; Comfortable providing phone-based support; Proven attention to detail; Able to manage periods of high-volume workload
• Advanced Qualifications: 1+ years experience in a customer support, helpdesk, or call center environment; Familiarity with educational environments or school district systems is a plus; Experience with Google Workspace; Experience with Salesforce or similar CRM; Familiarity with student data privacy standards and secure data handling

Benefits

• Medical, dental, and vision insurance with multiple plan options
• Company-paid short-term disability, long-term disability, and life insurance
• 401(k) retirement plan
• Paid Time Off (PTO) program
• 10 paid holidays plus 1 floating holiday annually
• Wellness resources and support programs

Pay

$26.44 - $32.69 per hour