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.
• 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.

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:

• 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.