Customer Service and Tech Support - Customer Support Learning and Development

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

Contract

The Customer Care & Technical Support Representative, Level 1, plays a crucial role in our remote call/contact center environment. This position is dedicated to delivering exceptional customer service and resolving technical issues through various support channels, including inbound phone calls, chat, email, and SMS. Representatives are expected to assist customers wherever volume demands.

• 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 escalates unresolved issues to the appropriate Tiered support team.
• Order and Replacement Management: Handles 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‑note technical support and customer service.

• 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 escalates more complex hardware equipment issues to the manufacturer.

• 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.

• High‑speed internet connection of at least 50 Mbps download and 10 Mbps upload, not shared with other household users. Satellite, DSL, data plans, wireless or dial‑up services are not compatible.
• Internet service providers must disable SIP ALG (Session Initiation Protocol Application Layer Gateway) if enabled.
• Ethernet connection is preferred.

• Role requires remaining at a designated workstation for the duration of scheduled shifts, including continuous computer use.
• Daily access to a smart device (e.g., phone, tablet) that can download and use 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.

• 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.

• 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.

• Consultative approach…