Customer Care & Technical Support, L1

Stride K12

293d • $16 • Remote

About The Position

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. 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. This is a temporary/contractor role that offers a 40-hour week at $16.50 hourly. We are hiring for our June - July cohorts. This position is virtual and open to residents of the 50 states, D.C.

Requirements

• High School Diploma / GED and relevant work experience, OR minimum of 2 years' experience in a similar call center role.
• Reliable High-speed internet connection with a minimum of 50Mbps download speed and 10Mbps upload speed.
• Ability to work in a high call volume environment.
• Strong telephone and email etiquette.
• Strong verbal and written communication skills.
• Ability to maintain a professional home office without distraction during hours of operation.
• Expertise in PC and Internet applications and use.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.).
• Ability to communicate with customers effectively through various communication channels.
• Detail-oriented with strong problem solving and analytical skills.

Nice To Haves

• Prior experience with K12/Stride.
• Previous customer service work.
• Salesforce Experience.

Responsibilities

• Provide expert troubleshooting for K12-provided equipment (desktops, laptops, monitors, printers), addressing start-up/log-in issues, hardware damage, and software viruses.
• Deliver outstanding customer service across all support channels, ensuring a positive experience for parents and students.
• Offer comprehensive support for the K12 suite of learning systems and business applications.
• Promptly escalate unresolved issues to the appropriate Tiered support team.
• Handle the ordering and replacement of materials and computer equipment efficiently.
• Respond to technical issues related to K12 proprietary systems, hardware, and software and networking both in written word and orally via telephone.
• Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools.
• 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.
• Remain knowledgeable of K12's proprietary systems, various hardware product lines, current industry products and technologies.
• Escalate more complex issues with proprietary systems to the next tiered support team with urgency.

Benefits

• Health benefits.
• Retirement contributions.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: High school or GED