Customer Service and Tech Support - Customer Support for Learning and Development
Customer Service and Tech Support - Customer Support for Learning and Development
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Customer Care and Technical Support Representative Level 1 is a key member of our remote call/contact center team dedicated to delivering exceptional technical support and customer service. This role involves resolving technical issues assisting with K12provided hardware and software and ensuring a seamless experience for parents and students. You will engage with customers through multiple channelsphone chat email and SMSto troubleshoot issues provide effective solutions and escalate unresolved problems as necessary. Your contributions will play a vital role in ensuring customer satisfaction and fostering trust in our organization
Target Pay Rate: $19.00/Hour
Responsibilities
- Technical Support and Troubleshooting
- Provide expert troubleshooting for K12 provided hardware including desktops laptops monitors and printers as well as resolving issues related to software start up log in and viruses.
- Respond to technical issues involving K12 proprietary systems applications and network connectivity offering clear and concise resolutions.
- Diagnose and resolve customer inquiries related to the installation operation configuration and usage of assigned hardware and software.
- Customer Service Excellence
- Deliver outstanding customer service across all support channels (phone chat email SMS) to ensure a positive experience for parents and students.
- Educate customers within established procedural guidelines to provide complete and effective solutions for their technical or service related questions.
- Maintain professionalism empathy and patience when handling challenging customer interactions.
- Administrative and Escalation Management
- Accurately document customer problems and resolutions using the companys CRM system.
- Escalate unresolved technical issues to Tiered Support teams or hardware manufacturers with urgency and precision.
- Process orders and replacements for materials and computer equipment efficiently while adhering to company guidelines.
- Knowledge and Collaboration
- Stay updated on K12 proprietary systems hardware products and current industry technologies to maintain a high level of technical expertise.
- Actively participate in team meetings training sessions and virtual huddles to ensure knowledge sharing and continuous skill development.
Qualifications :
- High School Diploma or equivalent (a BS/BA or MS/MA degree is a plus).
- 1 year of experience in customer support or a call center environment.
- Strong verbal and written communication skills including professional telephone and email etiquette.
- Familiarity with webbased tools platforms and virtual education systems.
- Proficiency in Microsoft Office Suite (Outlook Word Excel PowerPoint).
- Experience in Microsoft Windows 7 8 10 and XP operating systems.
- Experience with PC and internet applications including connectivity troubleshooting.
- Ability to diagnose and resolve hardware/software issues effectively.
- Availability for flexible scheduling including weekends holidays and overtime as needed.
Remote Work :
Yes
Employment Type :
Contract
Employment Type
Remote
Company Industry
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
